COMPARATIVE ONBOARDING STUDY

Dropbox and the Dropbox logo are trademarks of Dropbox, Inc. Color scheme for presentation taken from Dropbox’s branding.

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Agenda

Background/Methods

Research Goals

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Onboarding Heuristics●

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Inspired by Hulick, S. (2014). The Elements of User Onboarding.

Design of Study

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Methods: Participant Recruitment

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Methods: Tasks & Analysis

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Limitations of Study●

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Methods: Severity Scale

Positive finding: This approach is recommendable and should be preserved.

Minor problem: Caused participants to hesitate for a few seconds. Causes site’s offerings to be less effective than intended.

Serious problem: Interrupts participants in their use of the website, but eventually they were able to continue. Caused occasional “catastrophes.”

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Critical problem: Caused frequent “catastrophes.” A catastrophe is a situation in where the website “wins” over the user, i.e. a situation where the participant cannot solve a reasonable task or where the website annoys the participant, and participant may leave site.

Good idea: A suggestion from a test participant that could lead to a significant improvement of the user experience.

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FINDINGS

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High Level Summary of App Experiences ●●●

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Onboarding Workflow

Findings Reported

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SUS RESULTS

Dropbox System Usability Scale (SUS) Score

Dropbox vs. Comparative Apps SUS Score

1. Homepage

Homepage Communicates Value Proposition & Creates Strong Impression of Ease-of-Use

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Call to Action is Effective P

Below Fold Content is Missed 50% of Time on Small Screens

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Dropbox: Low Color, Low Energy First Impression M

Asana and Slack Appeal to Visual Learners with Video

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Recommendation: Consider Incorporating Video on Dropbox Homepage

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2. Account Creation

Sign-up Form: Simple and Easy to Locate P

Google Drive: Complicated Sign-Up

Download Desktop App: Interrupts Flow & Introduces Doubt S

Download Status Is Unclear S

Drive & Slack Offer Download After Onboarding●●●

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Google Drive: Clean Button & Nice Animation P

3a. First Use & Learning

Help Page is Well Organized P

Mastery Panel was Ignored and Misunderstood S

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Main Purpose of Panel Not Achieved●

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Get to Know Dropbox Mockup

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Before

After-Mockup

Get Started with Dropbox File●

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Tutorial Video after Signing In●●

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Asana & Slack: Highlighted Tooltips P

Slack: Slackbot Interaction P

3b. BasicFunctions

Store a Document P

Share a Document P

Email Verification Interrupts Flow S

Asana: Page Directs Users to Verify Email P

Share a Document M

Essential Functional Buttons are Hard to Find S

Communication of Value Proposition P

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Accessibility Analysis

Accessibility Analysis

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Accessibility

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Accessibility

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Accessibility

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Accessibility

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Accessibility

Summary &Next Steps

Global Findings

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Global Findings (cont’d)

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Where Dropbox Should Focus

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Where Dropbox Should Focus (cont’d)

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Taking Inspiration from Paper

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Next Steps

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Thank you.Any questions?

Dropbox and the Dropbox logo are trademarks of Dropbox, Inc. Color scheme for presentation taken from Dropbox’s branding.

Appendices

Appendix A: Master ER Findings

https://www.dropbox.com/s/dx4vg3tkb0u8npj/AppendixA_MasterFindingList.xlsx?dl=0

Appendix B: Master Usability Findings

https://www.dropbox.com/s/6ffh8oql3pnbl6k/Master%20findings_Usability%20Testing.xlsx?dl=0

Appendix C: Participant Profile Information

Appendix D: Tech Savviness Evaluation

Appendix E: Participant Videos

Appendix F: Positive SUS Questions