Discovery & Definition

Podium as a platform has grown very linearly, as new areas of the product launched, their respective areas grew independently from each other which ultimately created disparate onboarding experiences depending on which tool you were using. In an effort to address consistency, and usability, myself and a group of designers formed a "tiger" team to address the problem.

We completed an audit of the existing landing pages for each product area as well as their FTUXs (first time user experiences). This process helped us understand the needs and motivations of our first-time users as well as the necessity for a seamless and intuitive experience across the product that was also engaging and enjoyable.

Discovery & Definition

The Research

Each product area had different needs as it related to getting users activated. For the website tools area specifically we wanted to focus on helping users connect Webchat. As it stood, setting up Webchat was done in the settings, so we set out to create a dedicated area to house Webchat and the other Website Tools.

With a goal of retention in mind, we asked ourselves several questions.

1. How might we better understand the needs and motivations of our first-time users? How might we tailor instructions/flows to concisely address those motivations?

2. How might we make the FTUX more intuitive and seamless? What areas of the product need to be more deeply integrated?

3. How might we mitigate potential barriers? What are the most common barriers?

Discovery & Definition

The Research

With a goal of retention in mind, we asked ourselves several questions.

1. How might we better understand the needs and motivations of our first-time users? How might we tailor instructions/flows to concisely address those motivations?

2. How might we make the FTUX more intuitive and seamless? What areas of the product need to be more deeply integrated?

3. How might we mitigate potential barriers? What are the most common barriers?

Implementation

As a team, we created an IA system that we scaled nicely to every product area. Within that architecture, some themes started to emerge around progressive disclosure, first-time action components, and product imagery and video content.

I was then able to take our collective work and apply it to my product area (Website Tools/Leads). The immediate value customers were looking for in Website Tools was to set up Webchat in order to start collecting leads, so I made sure that the primary CTA guided users to the Webchat installation flow.

After the user was activated on Webchat, I then progressively disclosed next steps which included setting up other tools as well as automations.

A large part of this re-design was to bring all of the ancillary pages up to design system standards. This included the list and settings pages for each tool we supported as well.

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Website Tools Ecosystem

Podium

2022

Discovery & Definition

The Research

With a goal of retention in mind, we asked ourselves several questions.

1. How might we better understand the needs and motivations of our first-time users? How might we tailor instructions/flows to concisely address those motivations?

2. How might we make the FTUX more intuitive and seamless? What areas of the product need to be more deeply integrated?

3. How might we mitigate potential barriers? What are the most common barriers?

Implementation

After the user was activated on Webchat, I then progressively disclosed next steps which included setting up other tools as well as automations.

A large part of this re-design was to bring all of the ancillary pages up to design system standards. This included the list and settings pages for each tool we supported as well.

The Results

The redesigned landing pages and first-time user experiences (FTUXs) greatly enhanced the onboarding process for Podium's product areas, especially Website Tools. The new IA system provided a more intuitive and seamless experience, helping users quickly set up and activate Webchat, a key tool for lead collection. This led to increased retention and engagement among first-time users.

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By addressing user needs and streamlining flows, the redesign overcame common barriers and improved overall satisfaction. The updated design also enhanced product aesthetics and usability, making it more cohesive and easier to navigate. The project's success was marked by positive user feedback and greater engagement, supporting Podium's growth across various product areas.

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