IBM Cloud, Data, and A.I.

The problem:

There was a very obvious gap in user onboarding onto the platform. The lack of guidance often resulted in a delay in setting up, an uptake in support tickets, and a decline in user retention.

The goal:

We focused on creating an onboarding experience that was customized based on the role of the user and worked hard to weave together the 35+ individual services to create one unified and consistent onboarding experience for our users.

Personas:

Journey mapping:

Sam’s focus:

Sam’s user story:

“ A first-time system administrator using Cloud Pak for Data needs to know how to set up the platform so that other users can be productive from Day 1. ”

Prototyping:

Users were introduced to the dashboard with the Welcome tour.

Highlighting relevant parts of the platform for setup.

Guiding users to complete unfamiliar/new tasks for user setup.

User-testing:

Impact:

Through implementing an onboarding system, we were able to increase the adoption of first-time users on Cloud Pak for Data through improved learnability. We also saw a reduction in the number of IBM support tickets from customers related to account setup and user onboarding. All in all, we were able to increase customer adoption and user retention through intuitive and guided flows.