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Webex Teams Mobile App On-boarding 

Role

Fei Huang              UX & visual design, and illustration

Sara Border          UX writer  

Alex Rosandick   User journey analysis

Alexis Faraut        Illustration

Responsibility

Redesign on-boarding for Webex Team on mobile (iOS and Andriod). The redesign includes concept ideation, UX flows, visual design, illustration, prototyping, and working with developers for quality assurance.

Problems

1. Poor first impression: plain visuals, robotic and unwelcoming voice/tone, lacking brand personality. 

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2. Previous freestyle exploring leads to a knowledge gap, it's long-winded and consists of unnecessary information, offering little help on product stickiness and user retention on the mobile platform.

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Solution 1 - create delightful and relatable contents

Three major illustration scenes are crafted for a quick overview of the Teams mobile app. Natural and helpful mini conversations are used to create a pleasant on-boarding experience that helps prevent users from dropping off after signup. 

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Solution 2 - design "on-the-go" scenarios

The tour center gives users quick access to tours that demonstrate how they can collaborate with others quickly and efficiently.

Research shows that users who send Teams messages on day 1 (of using the product)  are most likely to stay with the app on day 30. Based on the research, ​create two well structured short tours —"Contact a Person" and "Create a Space" to encourage users to send messages.

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Outcome

User research on Jan 2020 showed a positive first impression of the Team's mobile app. However, the participants' feelings became less positive over the first 30 days mainly due to the pain points of lacking features that could improve their productivities. Some users are hesitant to install a work-related mobile app on personal devices. 

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Next step 
Offer desired features and increase discoverability of notification settings on mobile.

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