The account onboarding flow, which is the entire sign-up process for new accounts for the Timex Family Connect application is separated into three distinct parts:
Part 1) General User Information
Part 2) HeartFIT (Activity Level) Questionnaire
Part 3) Add/Pair Watch
• The personalized fitness survey for Part 2 is set as the following:
Select Watch Device -> Enter Personal Fitness Data -> Answer Activity Level Questions -> Move onto Add Watch
• The flow for Part 3 (Terms of Service) was set as the following:
Complete fitness questionnaire -> Scan QR Code on Watch -> Enter Confirmation Code -> Accept Terms of Service
✔️ Solution: Both “Accept” and “Decline” options for the legal terms were 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 #3 - In the event that the user declined the Terms of Service (Part 3) after scanning the QR code on the watch and entering the confirmation code, the watch would be paired to the application but the application is unusable due to the onboarding process being incomplete. This is a issue now to those that have to factory reset the watch device to re-pair it with another cellular device.
📝Improvement #4 - Since the HeartFIT Questionnaire and Add Watch process are lengthy (8+ screens with required selections and multiple text forms). The user does not get to ‘take a break’ from the Add Watch process. After the initial account creation (3 screens), it was a frustration for users that get stuck in the process, going screen after screen, wondering when the whole process will be completed.
✔️ Solution: Having an “Exit” method 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 interrogation.