Fullbay is a complex app with large amounts of customizable preferences to help any type of repair shop small or large. We traditionally required personal onboarding with a trainer to walk the customer through setting up the app and getting trained.
But what happens when you just want to get started right away?
Fullbay is a very flexible application with lots of customizable workflows and user permissions. Typically a shop would signup to use Fullbay and then be required to have a personalized onboarding call since there are a lot of nuances with each setting.
As I talked with customers, sales departments, and the onboarding team it was clear that the time to value (the amount of time it took to get a customer to be happy with their purchase of Fullbay) was too high. Data showed that the faster we got customers into the app and achieving a few key milestones the more likely they were to stay with Fullbay in the long term.
We knew we needed to reduce the time customers took to get to the these key milestones. As I dug deeper I recognized that there were two major areas that needed improvement. We needed to allow customers to get into the app right away post-signup and I also knew that we needed tools to guide the user to accomplishing their goals which I talk about in a differ.
There is a lot going on with this page. There are blue buttons all over the screen cluttering the UI. There are no labels for the icon buttons so users don't know what their purpose is. It is also very unclear what the user is supposed to do at any given status.
The status on the old view made the line all one solid color which made it really difficult to read, especially on mobile devices directly in the sun. The new status indicator increases the contrast, making it easier to read and a cleaner interface.
There is functionality on the old view that allows for quoting a part from multiple vendors that is user for less than 5% of parts. By removing this from the UI it makes it a lot more user friendly.
There were also icon buttons on each item that were not used very often and also had no labels so users didn't know what they did. By taking those same actions and putting them into the ellipsis button it gives space for future growth.
The old view is not mobile responsive and is built using table rows. The new view simplifies the UI and allows for modern architecture that looks great on desktop, tablet, and mobile screen sizes.
The first thing I recognized we needed to do was to allow the user to onboard themselves rather than wait until they could find the time to schedule their "in-person" onboarding appointment. I met with the onboarding team and shadowed some onboarding sessions. The appointments basically consisted of the representative asking qualifying questions to get a feel for the nature of the shop and then making reccomendations of preferences that fit with the shop's current workflow.
I narrowed down each of the unique segments of customers and questions to help categorize them. We then set up different shop configurations depending on the shop's size, experience, and workflow. Finally I designed a series of questions and setting confirmations to make the user aware of we were setting for them and to give them a chance to adjust them if necessary.
I recognized what we needed to do was to allow the user to onboard themselves rather than wait until they could find the time to schedule their "in-person" onboarding appointment. I met with the onboarding team and shadowed some onboarding sessions. The appointments basically consisted of the onboarding representative asking qualifying questions to get a feel for the nature of the shop and then making reccomendations of preferences to enable that fit with the shop's current workflow.
I narrowed down each of the unique segments of customers and questions to help categorize them. We then set up different shop configurations depending on the shop's size, experience, and workflow. Finally I designed a series of questions and setting confirmations to make the user aware of we were setting for them and to give them a chance to adjust them if necessary.
While this was only one piece of the puzzle, it helped improve our times to key achieve key milestones considerably. This ultimately resulted in quicker time to value leading to a reduction in churn.
There is a lot going on with this page. There are blue buttons all over the screen cluttering the UI. There are no labels for the icon buttons so users don't know what their purpose is. It is also very unclear what the user is supposed to do at any given status.
The status on the old view made the line all one solid color which made it really difficult to read, especially on mobile devices directly in the sun. The new status indicator increases the contrast, making it easier to read and a cleaner interface.
There is functionality on the old view that allows for quoting a part from multiple vendors that is user for less than 5% of parts. By removing this from the UI it makes it a lot more user friendly.
There were also icon buttons on each item that were not used very often and also had no labels so users didn't know what they did. By taking those same actions and putting them into the ellipsis button it gives space for future growth.
The old view is not mobile responsive and is built using table rows. The new view simplifies the UI and allows for modern architecture that looks great on desktop, tablet, and mobile screen sizes.
