Upgrading the software on-boarding experience

Consultants were having problems taking new admin users through the setup process for a particular product with the current resources they were using.

The existing process consisted of new users involved in software setup needing to fill out some company details to be populated into the system. However some users found the workbook complicated and weren’t completing it, often leading to an additional session with the consultant filling it out together. But consultants didn’t have this extra time to spend.

There was also existing courses with information to help this process. The feedback from the setup course was that it was a bit complicated and that certain key concepts weren’t being understood.

So how could better prepare learners for these sessions and make it a more efficient process for them and the consultants

Process

Working closely with my manager we collaborated on trying to improve the key pain point for the consultants:

Project workbook
The workbook that was used was fairly detailed for first time users to fill out. There also wasn’t instructions, making it harder to understand what needed to be done. So we got the consultants to cut down anything unnecessary, added in some links to our knowledge base for context and added an instructions page.

Courses
To address the feedback with the setup course we looked at the structure and content. We realised it was covering a lot of content in just one course and that it would make more sense to be split into two courses.

Additional materials
We looked at the overall process of how the consultants work with the users to onboard them. To create a better experience, we created an email template and a video to outline the process of starting with the software .

Solution

Overview Video

The video detailed the step by step process of starting with the system to give users an idea of information they needed to provide and where they could access resources if they needed more help.
Project Workbook

I formatted the project workbook to be very clear for new users, colour coding each tab, adding resources links and including conditional formatting to make filling in each section easier.
Courses

We restructured the original courses and made them clearer to follow. The first course outlined all of the settings and how they were applied and the second course detailed how to manage contacts.
Email Template

We created a consistent email template for consultants to send to new users. We made sure to include the key instructions and a link to the video so users had a clear understanding of the onboarding process.
Learning Pathway

To help new users starting with the software, we developed a learning pathway document to outline which courses they should start with and how to access them.

Onboarding process video