Client:

NimbleWork, Inc.

Value-driven onboarding experience

A strategy to confidently onboard users

Product:

Nimble

Industry:

Project Management

Timeline:

3 weeks

Company Size:

200-250

Key Services:

UX Research, Market Research, UX Strategy
Outcome:

A UX Strategy plan to onboard users quickly and confidently while demonstrating Nimble’s unique features to differentiate from the competition and increase user retention.

Client:

NimbleWork, Inc.

Value-driven onboarding experience

A strategy to confidently onboard users

Product:

Nimble

Industry:

Project Management

Timeline:

3 weeks

Company Size:

200-250

Key Services:

UX Research, Market Research, UX Strategy
Outcome:

A UX Strategy plan to onboard users quickly and confidently while demonstrating Nimble’s unique features to differentiate from the competition and increase user retention.

Background

NimbleWork, Inc. has been a leader in the Kanban software space for years and has developed a suite of SaaS solutions. In early 2022, they made plans to expand further into the work management space with a new SaaS, Nimble. The driving differentiator for Nimble was a product experience that emphasized collaboration and connection.

In Nimble’s first iteration, first-time users had difficulty interacting with the product. There was confusion and hesitation while going through product onboarding and project setup. In addition, Nimble’s unique features such as the community based, Nimble Cafe, were overshadowed and out of sight.

Onboarding strategy goals

Simplify onboarding to include only the most relevant steps needed for the creation of the first project

Demonstrate Nimble’s unique community-based features in the first 5 minutes of the user’s journey

Familiarize users with Nimble’s social dashboard feature, Nimble Cafe

Research and Discovery

After competitive, comparative, stakeholder and user research we found that the experience was misaligned with customer expectations.

Discovery artifacts generated:

User flow analysis

Business Discovery

Business Discovery

Customer Journey

Nimble Customer Journey

Competitive Analysis

Competitive logo Nimble
Nimble Competitors

Using what was learned

To help Nimble users with its new onboarding strategy, a hub and spoke model was used to introduce Nimble Café as the central part of the new experience. While there were more steps in this iteration of the user onboarding, this doesn’t result in more friction; it creates more guidance for first-time users and communicates the value of Nimble’s unique features earlier in the customer user experience.

Strategy artifacts generated:

  • Risk Matrix
  • List of recommended changes for the product prioritized by high, medium, and low risk

Using what was learned

To help Nimble users with its new onboarding strategy, a hub and spoke model was used to introduce Nimble Café as the central part of the new experience. While there were more steps in this iteration of the user onboarding, this doesn’t result in more friction; it creates more guidance for first-time users and communicates the value of Nimble’s unique features earlier in the customer user experience.

Strategy artifacts generated:

  • Risk Matrix
  • List of recommended changes for the product prioritized by high, medium, and low risk

New User Onboarding Strategy

Registration

Nimble Cafe

New Project

New Project Tour

Users are onboarded quickly with just the essential questions

This is the heart of Nimble, where users can explore the communal and collaborative nature of the product

Users are guided to create their own project, assisted by templates tailored to their goals

The project tour focuses on Nimble’s unique features and helps users get started on their new project

Registration

Users are onboarded quickly with just the essential questions

Nimble Cafe

This is the heart of Nimble, where users can explore the communal and collaborative nature of the product

New Project

Users are guided to create their own project, assisted by templates tailored to their goals

New Project Tour

The project tour focuses on Nimble’s unique features and helps users get started on their new project

Lusine and Gayane are a pleasure to work with – They are very methodical and thoughtful and helped us identify friction points / messaging /emotions in the self service on-boarding process for our SaaS product which will help us improve the process.

Ram Subramanian

NimbleWork, Inc. / Co-founder

Carrying out the onboarding strategy is the next step for Nimble, driven by:

User onboarding roadmap

UX and UI Design with UX Copy

Visual and Motion Design

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