Veriam
Project
Onboarding Experience
My Role
Senior Product Designer
Industry
SaaS Platform
Timeline
2024
Overview
Veriam (previously Metrics Matter) is a newly formed SaaS company focusing on Identity and Access Management, Licensing, Billing, Contracting and Payments. Users can either sign up as a new organization or as part of an exiting orginzation. The exiting organization can either be a single organization or it can be multiple organizations.
Goal
Create an onboarding experience that is simple and has a low drop off rate. The experience must also cater multiple different sign up journeys.
Problem
Users may end up creating a new organization when they are already attached to an exiting organization.
User Personas
The initial step involved creating a set of user personas to ensure the product we develop is user-centered and aligned with genuine user needs. This approach also helped establish a clear and shared understanding within the team during the design process.
User Personas
The initial step involved creating a set of user personas to ensure the product we develop is user-centered and aligned with genuine user needs. This approach also helped establish a clear and shared understanding within the team during the design process.
Customer Research
Next, we distributed a survey using Google Forms to potential customers, asking how they would use the product and how it could address their specific use cases. We also inquired about their expectations for an onboarding experience and what features or elements they considered essential.
Customer Research
Next, we distributed a survey using Google Forms to potential customers, asking how they would use the product and how it could address their specific use cases. We also inquired about their expectations for an onboarding experience and what features or elements they considered essential.
Competative Analysis
Following the customer research, we conducted a competitive analysis to explore how various competitors onboard different types of users. This diverse mix of user types was essential since our product would integrate features from several distinct product offerings into a single solution.
Competative Analysis
Following the customer research, we conducted a competitive analysis to explore how various competitors onboard different types of users. This diverse mix of user types was essential since our product would integrate features from several distinct product offerings into a single solution.
User Flow
A user flow was then created to map out all the possible paths and steps a user might take during the sign-up process, ensuring a seamless and successful registration experience.
User Flow
A user flow was then created to map out all the possible paths and steps a user might take during the sign-up process, ensuring a seamless and successful registration experience.
Low-fidelty Design
A low-fidelity design was used to brainstorm, generate ideas and explore internal concepts that we hade come up with. It allowed us to get a basic understanding of what a screen could look like and what would be required in the design.
Low-fidelty Design
A low-fidelity design was used to brainstorm, generate ideas and explore internal concepts that we hade come up with. It allowed us to get a basic understanding of what a screen could look like and what would be required in the design.
Mid-fidelity Design
A mid-fidelity prototype was then created to validate any concepts we had come up with as well as gather valuable feedback the team had.
Mid-fidelity Design
A mid-fidelity prototype was then created to validate any concepts we had come up with as well as gather valuable feedback the team had.
Testing (High-fidelity)
A high-fidelity design created and tested amongst users to gather any remaining feedback regarding suggestions or improvements.
Testing (High-fidelity)
A high-fidelity design created and tested amongst users to gather any remaining feedback regarding suggestions or improvements.
Feedback
After testing the high-fidelity prototype with users we realised we could make various improvements to the flow.
It wasn’t apparent enough what platform the users were signing up with, especially when the product was using a service providers branding (white labelled software).
The designs needed to be fully responsive as users were using mobile & tablet devices more than expected for an MVP.
The user needed a way to “Log out” once they had joined with an organisation during the onboarding flow otherwise they would be stuck.
We needed to accept payments for this first version (Stripe was used).
A plan page needed to be added to this first version. This plan page would allow users to select the type of license they would want to purchase.
NB: At this point the decision to rebrand from Metrics Matter to Veriam was made.
Feedback
After testing the high-fidelity prototype with users we realised we could make various improvements to the flow.
It wasn’t apparent enough what platform the users were signing up with, especially when the product was using a service providers branding (white labelled software).
The designs needed to be fully responsive as users were using mobile & tablet devices more than expected for an MVP.
The user needed a way to “Log out” once they had joined with an organisation during the onboarding flow otherwise they would be stuck.
We needed to accept payments for this first version (Stripe was used).
A plan page needed to be added to this first version. This plan page would allow users to select the type of license they would want to purchase.
NB: At this point the decision to rebrand from Metrics Matter to Veriam was made.
Final Design
The final design incorporated flows to accommodate users creating a new organization as well as those signing up with one or multiple organizations. It also featured a plan selection page, a checkout page, and fully responsive designs. Additionally, multiple authentication methods were integrated for greater flexibility and security.
An example of flow where a user creates a new organization by seletcing a license and then paying for it.
An example of a user who logs int whilst being part of multiple organizations.
An example of a user who signs up as part of multiple organizations that already exist.
Final Design
The final design incorporated flows to accommodate users creating a new organization as well as those signing up with one or multiple organizations. It also featured a plan selection page, a checkout page, and fully responsive designs. Additionally, multiple authentication methods were integrated for greater flexibility and security.
An example of flow where a user creates a new organization by seletcing a license and then paying for it.
An example of a user who logs int whilst being part of multiple organizations.
An example of a user who signs up as part of multiple organizations that already exist.
Learnings
The most important thing in this instance was to cater for edge cases. Although most users registered as part of one existing organization it was important to include a registration process for users who were signing up with multiple organizations. In retrospective I also should have looked at adding an organization login with your custom domain user email. This would allow users to directly login to that specific organization.
Learnings
The most important thing in this instance was to cater for edge cases. Although most users registered as part of one existing organization it was important to include a registration process for users who were signing up with multiple organizations. In retrospective I also should have looked at adding an organization login with your custom domain user email. This would allow users to directly login to that specific organization.
