Project Aims

To streamline the onboarding process of a root cause analysis SaaS platform.

To onboard prospective clients without the need of human touch points.

Introduction

What Caused This (WCT) is a root cause analysis software currently targeted at large scale clients that have the time and budget to be supported and trained to use the software.

WCT is wanting to scale their operation and offer free trials to propsective clients without supporting them in the process.

Drag & Zoom

Initial Research

Researching current RCA software was a great starting point to understand the problem space, key findings were:

No options available without human touch points
Pages upon pages of text explaining RCA's on landing pages
No free trials
No access to the software without sales calls

Psychology in onboarding

Utilising key psychological practises found in the research phase were the key foundations of the onboarding design proposal.

Hick's Law "the time it takes for someone to make a decision increases as the number of available options increases"
The Endowment Effect "Valuing something the user already owns higher than they would if they did not"

user interviews

User interviews started to outline the issues surrounding current RCA software, solidifying initial research findings.

Users wanted:

Step by step set up help
Video guidance for complex tasks
Immediate feedback when needed

Ai powered RCA

We knew at this point the onboarding should be simple, with no extra steps, feel as though the user already owns it and has the ability to be supported throughout, knowing this we leveraged an Ai LLM to:

Give tool tips at each stage of onboarding
Find brand colours and logos from the company domain name
Personally tailor the RCA report to the individual user

Wireframes

Following the iterative design process, a first flow was created, commented, tested and iterated upon. With some issues found being:

Utilising Ai for the brand generation is great, but the option to manually change is also important
Utlising an email only log in with OTP removes the need for users to pick a password during onboarding

Final flow

A&B Testing

Using a pool of five potential users we conducted the final round of testing, choosing to follow the A&B framework.

Hi-fidelity design

Solving the need for a intuitive, non human touch point onboarding through a interactive, highly visual and customisable process for the user.

The outcome

A clean, intuitive onboarding opening WCT this to a much wider clientel with a hands off approach

Ai powered solutions to enable a personal experience for every business or user engaging with WCT

key takeaways

Utilising modern technologies is key when designing software as a service

Understanding the business' propsective users is just as important as understanding the product as a whole.

RCA Saas onboarding