Trial Activation & User Engagement
SaaS Application
The Challenge
A trial period lets users evaluate our software before subscribing.
Our complex user personas lead to a lengthy setup, delaying the 'AHA moment' - when they realise the product's value.
How can we enhance engagement and ensure users experience this value during the trial?
My Role
User Research
Solution Design
Intercom Onboarding Setup
UX Design
Workshop
Workshop
Data analysis
Data analysis
Persona 1
Persona 2
Persona 3
Persona 4
Trial user journey
Wireframes / Desing Concept
In this project, my responsibilities extend to the conceptualisation and wireframing phase of the Trial Activation feature. I actively contribute to the ideation process, translating abstract concepts into tangible wireframes that serve as the foundation for the subsequent UI design stage. My role involves ensuring that the key functionalities and user interactions are thoughtfully mapped out, providing a robust conceptual proof for the UI designer to build upon. This collaborative approach allows for a seamless transition from conceptual design to the creation of visually compelling user interfaces.
Solutions & Outcome
Simplify the sign-up and setup process for administrators, making it intuitive and efficient to help new administrators experience 'AHA' moments.
Sign-up: condense the process from 3 steps into a single step to reduce drop-offs.
New user onboarding: create the role-based Intercom onboarding for all new users.
Email onboarding: support the new administrators during the first five days of their trial.
Data Validation: Set up new events tracking to validate the real-time change.
In-app Progress Visualization: provide visual progress indicators like completion percentages and achievement badges to show users their progress toward their goals
Results
Trial Dropout Rate ↘️: Successfully reduced trial dropout rate by 10%
Conversion Rate ↗️: leading to a significant 17% increase in trial conversion rate.
This improvement directly contributed to higher customer acquisition and revenue generation.