Designing the user onboarding process in analytics software Taking an omnichannel perspective

Abstract

This master thesis investigated what to consider when designing an onboarding process for analytics software to best assist first time users, looking at an omnichannel perspective. This work was done in collaboration with an industrial partner. A design process which included activities with a clear purpose and outcome was used to reach a desired result. From a literature study a quality framework was produced which was used in benchmarking expert evaluation of several onboarding processes. A clear weak point of the onboarding process was identified and used as a starting point for further exploration. Two iterations of prototyping and remote user testing explored design solutions for how to best assist users in the onboarding process of an analytic software. The design process yielded three main results. First, a quality framework of qualities for a successful user onboarding and omnichannel assistance. Second, recommendations for how to design an onboarding process in analytics software and third, a concept which was created as a proposed way of meeting the recommendations in a design solution.