Client:
NimbleWork, Inc.
Value-driven onboarding experience
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
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
Customer Journey
Competitive Analysis
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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