Peek is a real-time availably software for the tour and activity industry.
INFORMATION ARCHITECTURE | DASHBOARD PRODUCT DESIGN | ONBOARDING UX
Peek's users are notoriously low-tech, but need a powerful backend to run their business. To help our users better navigate and utilize the backend product, the design team and I completely redid the product's UX and IA to be more human-centered.
I immersed myself with our user's challenges by spending 5+ hours a day acting as an account manager for a few key users. By being the point of contact for our users, I understood their pain points, outlying use cases, and missing features first hand. I took on the information architecture with a human-centered lens, maintaining awareness of lessons learned from the users.
Since the management software was in it's early years, it's IA was feature-based, tacking on new features wherever necessary. The poor UX & IA prevented our users from understanding Peek Pro's power to help manage their business. With this in mind, I experimented with several different user flows that would result in an improved IA.
I push the simplicity of the IA as far as possible, staying true to my simplistic design philosophy. In this first version, I broke down the product features in three categories: features used daily, used weekly, and only during the onboarding.
Knowing that our low-tech users would be overwhelmed by too many changes, I found a happy medium with the current IA and making it behavior based versus feature centric.
Creating wireframes of common user paths with the new IA, I redesigned the dashboard to allow the low-tech user to access their daily tasks in one interface. I structured the features specifically to simplify the user's interactions with the product. I sadly don't have the wireframes that I handed off to my collegue to design the final UI as shown below. Featured below are elements of the product design that I drove through my research.
The clean and simplistic dashboard can be easily customized right where the user is interacting with it - no need to toggle into a settings panel where the descriptions would confuse a non-tech savvy user. The drop downs (on hover) allow a lot more functionality for advanced users and larger businesses.
Peek's onboarding process was clogging up with too many new users and the onboarding team couldn't keep up. We needed a fast solution to help prevent dropoff of new users.
UX Design, Lean Design
I took a hands-on approach to determine bootlenecks in Peek’s onboarding process, by personally onboarding users. I determined the biggest hurdle for users was adding in the activities they offered. Without adding their Activities, users couldn't understand Peek's value to their company. Because a large time investment was needed to see Peek's value, users would often churn.
After determining the key bottleneck, I experimented with many different solutions to help speed up the often repetitive process of adding activities. I turned the 3 page setup process into a simple facade with customizable options hidden for the low-tech user. I specifically designed this to be a side project between sprints, requiring little engineering resources. The feature went straight from wireframes to development in the product.
Working directly with a lead engineer, we determined the scope within our strict timeline (1 week) and resources. I wireframed a few initial options within our constraints with the goal to show the user Peek's added value within 3 steps and 5 minutes. Deciding on a pop-down module to grow with the product as it changes, I mocked up a high fidelity version in Sketch and created a rough prototype for the engineer to build. In just the first month using the automated onboarding module, the install rate increased by 20%.