Lucidchart Tooltips
Improving onboarding experience with contextual tooltips for non-seasoned diagramming users.


—  Info
Coursework in Interaction Design Practice
Spondsered by Lucidchart
1 Semester Execution Time
​​2019

—  Team
Jinchuan Zhanghe, Kamala PT, Shikhar Mangla, Chien-Chun Wu (Me)

I was a UX researcher, designer, and strategist. I particularly enjoyed designing and strategizing in this project as well as supporting my teammates in research execution.

—  Goal

Improving the
onboarding experience

In this semester-long project, our goal is to image and develop a concept that improves the first diagramming experience for one type of user of Lucidchart, an online diagramming platform that anyone can create and share diagrams with the internet and a browser.

—  Outcome

Contextual Tips

After understanding our users, we asked ourselves a question: How might we ease users into learning drawing diagrams and use Lucidchart to increase retention rates? Our response after rounds of exploration is contextual tips on the website.

—  Process

We went through a double diamond process

—  Challenge background

Onboarding matters because of ​business goal

With 14,000 new users sign up and try Lucidchart each day. Lucid wants to create an onboarding experience that helps users become familiar and productive with the product in no time. By doing so, the users have more chances to retain, upgrade, and spread the word about Lucidchart. All would lead to the growth of Lucidchart.

—  

Outlining the research plan

We conducted a mix of qualitative and quantitative research to best understand the problem space and identify opportunities where we could create an impact.

—  Research insight #1

Users still feel unconfident even after a while of learning

We started by conducting a heuristic evaluation of the software and formed our assumptions of several problems, including a lack of tools' description and poor understanding of features. We then noticed these issues happening on shapes and formatting while digging into the quantitative data provided by Lucidchart.

We pointed out that users have little confidence in using the software after a while of learning. From the data analysis, we saw the fact that even after 50 weeks, users still make a lot of searches for “Shapes and shape formatting” and “Lines”. This also happens to be an obstacle for users to become pro visual thinkers.​

—  Research insight #2

Users tend to skip the tutorial because it doesn't help them to draw

Throughout the user interviews and NPS data, we realized what users need is not a great onboarding experience but a chance to quickly draw out their thoughts. We also noticed some issues with the symbols of different diagrams. Users aren't quite sure about what they mean, when to use them, how to tell a story with them.

The core value a visual communicator looks for Lucidchart, as a visual communication platform, is making their jobs easier, faster, more efficient.
—  One of our users

—  Direction

Focusing on effective learning

Our research and insights helped us identify the most crucial problems users were facing and helped us define our design implication.

—  Rationale

How does it relate to ​the onboarding issue?

Onboarding is a learning process. It's a recurring and continuous process. From the moment the user signs up, every time the user learns to use Lucidchart and learns to draw diagrams, onboarding occurs. It's particularly crucial for non-seasoned and diligent diagrammers.


We concluded, if we could provide Lucidchart users a more contextual guide while diagramming, then we could improve the onboarding experience for them.

—  Design ​principles

Keywords that drove
our decision

—  Seeking inspiration

Learning from how people learn new knowledge online

We learned that context matters. Learning would not begin without any initiative. Another thing is that we saw the fact that people are visual animals. For example, people prefer to watch a tutorial video rather than a text-heavy article.

—  Brainstorming

Challenging ourselves
to think divergently

—  Evaluation and wireframing

Narrowing down and seeing the light of GIFs

We stepped back to view our ideas to find the one fitting our goal—delivering a feasible solution for our client.

By making the wireframes, we came to two conclusions on further design. The first thing is that the video idea betters off because it leverages the findings of visual animals and contextual learnings. By giving the knowledge incrementally, we believed this could build users' confidence successfully. The second thing is that videos require many resources, so we turned to a much simpler alternative—GIFs.

—  Iteration

Fine-tuning the details

We developed high-fidelity prototypes to test and gather feedback. The content here will focus on the design elements we iterated, rather than the whole screen.

The hovering interaction way fits the scenario that users learn how to diagram, which matches our research finding. On the other hand, the clicking behavior prompts the users to learn diagramming while they are visualizing their thoughts.

—  

Final Design 🎉

We learned that context matters. Learning would not begin without any initiative. Another thing is that we saw the fact that people are visual animals. For example, people prefer to watch a tutorial video rather than a text-heavy article.

—  Testing

Conceptual A/B testing

To test one of our concepts, the contextual tooltips, we conducted a minimal version of A/B testing with 6 participants and had them to do identical tasks. We applied paper prototyping to generate a set of tutorial images of the flowchart, the most commonly used diagram, to best simulate the changes. We chose a common daily activity—making coffee in the morning—as the flowchart's topic.

We measured with
three metrics

—  Testing result

Contextual tooltips increased the speed of learning

Concept evaluation results showed that the diagram created using GIF examples was highly accurate and consumed less time (3 minutes) compared to the one created with exact shape names (5 minutes). Our participants agreed that the tutorial helped them feel more confident when they were creating diagrams.

— 

My takeaways

😻

Thank you for reading this far. I hope you enjoy it.
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