Here are a few projects I’ve worked on at 4Degrees.
4Degrees UX Writing
Challenge: help users understand and find value in a complex CRM + deal flow management tool.
Role: sole product designer, writer
What is Icebrkr?
Icebrkr is a chatbot dating application. The chatbot (an owl named Hootie) walks the user through the painful experience of creating a great profile. Hootie doesn't stop there, he introduces the user to matches, and gives the user advice. Hootie is Icebrkr's solution to the painful, confusing world of online dating.
The Onboarding Flow
The first big goal for our Icebrkr users, is to get them to complete a dating profile during the onboarding process. If users don't complete onboarding, the app is of no use to them. So naturally we started our testing here. I believe that deeply understanding your users' problems is the key to good design. To better understand how we needed to iterate on the onboarding flow, we decided to conduct some user tests.
Our goals for user testing were:
Optimize profile submission rate
Ensure that users understand what happens after onboarding
Clear communication and language
User Testing
We sought out testers that had some of the characteristics of our ideal users. We had them fill out surveys to see what their online dating history was like. We used this information to select our testers. We invited select users to a google hangouts meeting with us. We recorded these interviews and took details notes.
Through this processes we found some user pain points that were easy to fix: like changing the term 'Latinto' to the gender-neutral term 'Latinx' in our ethnicity question. We found that Hootie's chatbot script was effective and communicated the tone we we wanted to achieve.
(to read more about my experience doing user testing, click here.)
The Problem
During user testing we discovered that our users were confused. They didn’t know if their profile was complete or not. They also didn't know what to do, or what was going to happen after the onboardinging process was complete.
Results
We re-worked the flow of onboarding and made some sacrifices in order to improve clarity and learnability. The results below show how much simpler the flow is now. We launched Icebrkr in 2019, and our current profile submission rate is 45%.
