Company: Songtrust
Project: Onboarding Redesign
Role: Senior Product Designer
Tasks: User experience, user research, user testing, & prototyping
Deliverables: Flows, Wireframes, UI Design
overview
Work in progress
The current flow of the Songtrust onboarding process is uninformative and antiquated. It leads the user through tasks with little-to-no education.
before
Once the user pays for their account, they’re dropped right into adding a songwriter. The flow is confusing and there is no indication of where you are in the sign-up process.
Once the user adds their first songwriter, they still need to add a song in order for Songtrust to start the process of collecting their royalties. Again, with no indication of how long this will take, this is a huge friction point and often a drop off point as well.
research & discovery
I spoke to Songtrust employees and Songtrust users to get different views on the friction points of the current flow. I did this with a mixture of observation sessions and walkthroughs. Here are some of the things I heard…
“What’s an IPI number?”
“I wish I would have known I needed these documents.”
“I thought this would be quick, how long is this going to take?”
These insights showed me what the ideal onboarding flow needs: transparency, education, and clarity.
