Let me take you through the task:
I modified the project to include it in my portfolio while respecting ownership guidelines
Let me take you through the task:
I modified the project to include it in my portfolio while respecting ownership guidelines
How an empty state design increased active users
How an empty state design increased active users
How an empty state design increased active users
Crazy, isn't it? I'm totally blown away too! 😲
Crazy, isn't it? I'm totally blown away too! 😲
Crazy, isn't it? I'm totally blown away too! 😲
Role
Role
UX/UI Designer
UX/UI Designer
Collaboration
Manager, Developer
Task duration
Task duration
3 Weeks
3 Weeks
Collaboration
Collaboration
Manager, Developer
Manager, Developer
On a nice sunny day at the office,
On a nice sunny day at the office,
The problem surfaced, How?
The problem surfaced, How?
The problem surfaced, How?
During my onboarding to new team, I spent a lot of my time looking at user recordings in Posthog (a product analytics tool). Here is what I saw:
During my onboarding to new team, I spent a lot of my time looking at user recordings in Posthog (a product analytics tool). Here is what I saw:
During my onboarding to new team, I spent a lot of my time looking at user recordings in Posthog (a product analytics tool). Here is what I saw:
Many users would be in an empty dashboard trying to look for something.
It was frustrating to watch as I could not guess what they are looking for.
Many users would be in an empty dashboard trying to look for something.
It was frustrating to watch as I could not guess what they are looking for.
I then wanted some numbers to validate
I then wanted some numbers to validate
Decifering data
Decifering data
Decifering data
I discussed the problem with my manager and we collaborated to know what's going on and we were shocked to see the numbers 🤯
I discussed the problem with my manager and we collaborated to know what's going on and we were shocked to see the numbers 🤯
I discussed the problem with my manager and we collaborated to know what's going on and we were shocked to see the numbers 🤯
Users saw an empty dashboard in a month
Users saw an empty dashboard /month
2,545
2,545
Users returning to webshop
Users returning to webshop
40%
40%
Avg. time spent on empty dahsboard
Avg. time spent on empty dahsboard
6 mins
6 mins
Where do they want to go?
Where do they want to go?
Based on the "jobs to be done", we needed map how do we make sure they reach their end goal
Based on the "jobs to be done", we needed map how do we make sure they reach their end goal
User journey mapping
User journey mapping
Asking users through PostHog Survey
Asking users through PostHog Survey
What was the purpose of your visit?
What was the purpose of your visit?
What was the purpose of your visit?
Upon looking at the results we got to know what they are looking for
Upon looking at the results we got to know what they are looking for
Answer
Shop new products
Check my orders
Reach out to Support
Look at my products and services
Others
% of respondents
44%
26%
17%
1%
13%
12%
User journey mapping
Where do they want to go?
Where do they want to go?
Based on the "jobs to be done", we needed map how do we make sure they reach their end goal
Based on the "jobs to be done", we needed map how do we make sure they reach their end goal
Inspiration
Inspiration
Looking for the best practices
Looking for the best practices
Looking for the best practices
Designing based on the common practices reduces the brain load of users and makes them take decisions quickly
Designing based on the common practices reduces the brain load of users and makes them take decisions quickly
Designing based on the common practices reduces the brain load of users and makes them take decisions quickly
Solution mode
Solution mode
Design-test-iterate-test-iterate-test
Design-test-iterate-test-iterate-test
Design-test-iterate-test-iterate-test
I had an opportunity to test the design with 15 users of the website. I iterated based on their feedback.
I had an opportunity to test the design with 15 users of the website. I iterated based on their feedback.
I had an opportunity to test the design with 15 users of the website. I iterated based on their feedback.
Interview Highlights
Interview Highlights
Interview Highlights
Quoting top 5
Quoting top 5
Quoting top 5
I usually don't go to Support page as I feel its gonna take a lot of time
I usually don't go to Support page as I feel its gonna take a lot of time
Why don't I see product details
Why don't I see product details
"Go to Shop" makes me wonder if I have to start from the beginning
"Go to Shop" makes me wonder if I have to start from the beginning
Since I have logged in, I expect to be in the right place
Since I have logged in, I expect to be in the right place
How would I know if I am in a wrong dashboard
How would I know if I am in a wrong dashboard
At one point, users found the task so simple and obvious that they completed it in no time. That's when I knew I got it 🥳
At one point, users found the task so simple and obvious that they completed it in no time. That's when I knew I got it 🥳
Final iteration
Final iteration
Final iteration
A dashboard with two clear call-to-actions:
For people who want to go back to the website.
For those who want to request access to the dashboard.
A skeleton screen displaying what they are missing without accesss
A dashboard with two clear call-to-actions:
For people who want to go back to the website.
For those who want to request access to the dashboard.
A skeleton screen displaying what they are missing without accesss
New Puzzle
New Puzzle
How do we give access to Dashboard?
How do we give access to Dashboard?
How do we give access to Dashboard?
Unlike the usual Saas products, we coud not let users Request Access to their admins through our platform because of Security reasons. User might not even be aware that they do not have access and that is why their dashboard is empty
Unlike the usual Saas products, we coud not let users Request Access to their admins through our platform because of Security reasons. User might not even be aware that they do not have access and that is why their dashboard is empty
Short term solution
Short term solution
Solution to data security problem
Solution to data security problem
Solution to data security problem
Upon requesting access, we show a pop up with 2 options to get access
1. We explain them that the quickest way to get access is by asking their admin
2. If they are unaware of their admin, we ask them to Contact support right away
Upon requesting access, we show a pop up with 2 options to get access
1. We explain them that the quickest way to get access is by asking their admin
2. If they are unaware of their admin, we ask them to Contact support right away
If all the users click on Contact support,
If all the users click on Contact support,
How to make sure that Support team does not get 1000's of requests?
How to make sure that Support team does not get 1000's of requests?
How to make sure that Support team does not get 1000's of requests?
Let us get on a chat to know more 😉
Let us get on a chat to know more 😉
The design is now live
The design is now live
Here is the result in 1 month
Here is the result in 1 month
Here is the result in 1 month
We integrated analytics right after launch, here is the over view of Posthog data
We integrated analytics right after launch, here is the over view of Posthog data
Over view of users who saw the empty dashboard
Over view of users who saw the empty dashboard
Users got access by asking their admin
Users got access by asking their admin
30
30
Users reached out to Support team
Users reached out to Support team
36
36
Over all increase in active users
Over all increase in active users
66
66
Conclusion 💭
Conclusion 💭
Every small step matters
Every small step matters
Every small step matters
Data helped me convince both myself and the stakeholders about the problem.
Talking to users provided direction for the solution.
Teammates who encourage your initiatives push you to achieve more than you think you can