How did we design the onboarding experience for new users, and what were the key challenges and solutions?
Lead Designer
Interaction Designer
2 months
2023
New User Journey Design
Background
Nexus Dashboard simplifies managing Cisco’s data center equipment, improves monitoring, and automates tasks for smoother network operations.
Problem Context
In 2022, we built Nexus Cloud, combining three tools (configuring, analytics and admin platform) into one. We realized this made it harder for users to learn and navigate.
To help, I suggested an onboarding experience to guide users step by step, inspired by mobile apps. Though Nexus Cloud never launched, this idea made onboarding a key focus to support all users.
Problem Statement
Over 15000 network admins struggle to set up their product instance causing dependency errors and delays in productivity
Goal
Improve user adoption and satisfaction by streamlining the setup process, reducing errors and delays, and enabling 15,000+ network admins to onboard seamlessly and become productive faster.
Solution
To address these challenges, we implemented an interactive, step-by-step onboarding solution. This comprehensive guide simplifies complex configurations, clarifies technical terms, and highlights new features.
As a result, we achieved a 40% faster user adoption rate and a 60% increase in user satisfaction.
Userflow
Explorations
Challenge 1: Loss of Context
How do we help users get back to the journey after configuring a step?
Option 1: Success Toast
After successfully navigating and configuring the network entity, user can use the success toast at the top of the screen and the "Show Me" button to get back to journey
User feedback:
"I was confused on how to go back to the journey after cluster bring up…oh! I didn't notice the toast.."
Option 2: Clear Buttons
Chosen Solution
I added two clear buttons after setup: "Back to Journey" (primary) and "Go to System Status" (secondary) for easy navigation. A "Journey" back button above the title lets users return anytime, preventing confusion and helping them continue seamlessly.
Challenge 2: Tracking Progress
How do we keep the users informed on their progress of the setup?
Option 1: Mark complete steps
As the user successfully completes each step, we marked the step as complete.
User feedback:
"I had to count and scroll through the page to check on my progress, can we have an easy way to know my progress?"
Option 2: Progress Donut
Chosen Solution
Now we have donut representing the percentage of total steps completed successfully. Along with the complete percentage, I also add a text to let the user know how many steps did the user complete out of the total number of steps.
Challenge 3: Dependency Error
How do we prevent dependency errors ?
Option 1: Disabled Steps
Until the user successfully configures the pre-requisite steps, other dependent steps will be completely disabled.
User feedback:
"I couldn't figure out why a few steps after the fabric creation were disabled? It would be better to understand the reason."
Option 2: Specify Pre-requisite
Chosen Solution
To help the user understand the dependency, I add a pill next to the dependent step with the pre-requisite step and disabled only the "Go" configuration button.
Designs
Use case 1: Greet the user
Upon logging in, users are met with a friendly screen that welcomes them and offers an introduction to the product.
Greet the User
Use case 2: The Journey
The interactive guided steps help users to setup their system without worrying about the order of configuration to ensure error-free deployments
The Journey
The Journey
Successful Configuration
Use case 3: What's New
Users can now discover the release details in one click
What's New
Impact
After multiple iterations with all stakeholders, the finalized designs were used by our research and marketing team to gather customer feedback.
And once we got the feedback in and analyzed them, we found out
Conclusion
In conclusion, our goal to help new users learn our product through a guided setup process has been successful. By clearly showing them where to find key features and explaining the terms, we've made onboarding better.
Our approach has led to new users feeling comfortable with the system 40% quicker than before, and we've seen a 60% increase in their satisfaction with how easy it is to learn the product. These results show that our efforts to streamline the onboarding process are effectively helping new users get up to speed quickly and use our product more efficiently.