Account Onboarding
Background
The process of creating a FamilyConnect account is divided into three parts:
• General Information
• Activity Questions
• Watch Pairing
With an onboarding process like this, it's important to make sure that each section can transition as smoothly as possible for the user and letting them know where they are in the process of signing up.
Originally, the onboarding flow was set up in the following sequence:
General Information
-Create an Account
--Input General Information
---Email Confirmation
----Privacy Policy
--Input General Information
---Email Confirmation
----Privacy Policy
Activity Questions
-Select Watch Type
--Input Biometrics
---Activity Level
----Add Watch
--Input Biometrics
---Activity Level
----Add Watch
Watch Pairing
-Scan QR Code
--Enter 8-Digit Code
---Terms of Service
--Enter 8-Digit Code
---Terms of Service
The Challenge
Improvement #1
By legal standards, a Privacy Policy & Terms of Service acceptance is required from the user to use the FamilyConnect application.
Although, if the user does not wish to comply with the standards set by the company, then they can simply decline to use the product.
For the first improvement, I realized that the original privacy policy did not have the option for the user to decline. As a part of universal design standards, or in general of freedom of choice, users need to be granted both 'accept' and 'decline' options.
Of course, they would not be allowed to continue further with registration if they do press 'decline'.
Create (Old)
Create (New)
✔️ Solution: Both “Accept” and “Decline” options for compliance was added. If “Decline” is pressed, the user is prompted to review the legal terms once again. If not, the account is not created and the onboarding process does not continue.
Improvement #2
In the event that the user declines the Privacy Policy (See Improvement 1), after confirming their email, the account would become created and the email address is prohibited from being used again.
This is an issue that generates un-used accounts for the users that never finish the onboarding flow that wish to use the app in the future.
For this improvement, I re-ordered the flow to the following sequence:
-Create an Account
--Input General Information
---Privacy Policy
----Email Confirmation
--Input General Information
---Privacy Policy
----Email Confirmation
With Privacy Policy being before the email confirmation, users that decline the policy will not have their accounts created and email address used.
Privacy Policy (Improved Flow)
✔️ Solution: By modifying the onboarding flow, I placed the Privacy Policy prompt before the confirmation email process. In order for the user to finish creating their account, the Privacy Policy check was moved one step earlier in the flow to account for users that do not agree with the policy. Therefore with this change, un-used accounts that were abandoned after the policy declination were not generated.
Improvement #3
In the event that the user declines the Terms of Service after verifying their watch pairing code, the watch would be paired to the mobile app regardless. The application at this point is unusable due to the onboarding process being incomplete. This is an issue to users who would then need to factory reset the watch device to re-pair it ever again.
For this improvement, I re-ordered the flow to the following sequence:
Watch Pairing
-Terms of Service
--Scan QR Code
---Enter 8-Digit Code
With Terms of Service being before the QR code scan, users that decline the terms of service will not have their watches paired into limbo.--Scan QR Code
---Enter 8-Digit Code
Terms of Service (Improved Flow)
✔️ Solution: By modifying the add watch/pairing flow, I placed the ToS (Terms of Service) prompt right after the HeartFIT Questionnaire. At this point, the user has created their profile, agreed to the Privacy Policy, and answered the personalized fitness questions that relate to their account. By putting the ToS step before the add/pair watch sequence, we save the watch from becoming unusable if the user does not agree to the ToS.
Improvement #4
During the onboarding process, there are 3 distinct sections and over 8 screens that require user input. This creates heavy cognitive load on the user who is attempting to pair their watch for first use.
For users that enter their general information, they are immediately sent into documenting their biometric data before pairing the watch device.
For this improvement, I created an 'exit sequence' for users that wish to take a break after their initial account creation. Users are much less likely to get stuck, frustrated, and understand where they are in the onboarding process. The top right corner having the 'X' symbol allows users to set up their biometric data at another point.
HeartFIT Setup Start
✔️ Solution: Having an 'exit sequence' for the user during the HeartFIT Activity Questionnaire was found as useful. Since the device selection protocol comes right after the account creation, we can take a break here and allow the user to have a bit of a rest stop where they’ve completed their account creation and have the option to continue further and link their watch. While adding their watch, if they want to abandon this process and come back to it later, they are now given the option to ‘Exit’ the Add Watch process and come back to it later instead of what feels like having a long, drawn-out initial setup.
This aids in decreasing continuous cognitive load and working memory for the users.