CASE STUDY 1
THE CHALLENGE / DISCOVERY
After purchasing the product, there are necessary steps to setup the application before a customer can start doing any tasks. This process cannot be done by the customer alone, without the help of a service representative.
This challenge was discovered and prioritized via three main methods of inputs.
The signature has been signed on the purchase form, and the check has cleared. Before customers can start using the product — usually to create a cube or model data — the following steps are necessary:
The main objective was to simplify the first time installation experience by providing a guided process. After considering all the criteria, an installation wizard made the most sense. Additionally, it allows saving and returning to the last completed step.
DURATION: 1 QUARTER (APPROXIMATELY 3 MONTHS)
These are only a few samples of the old installation process that included 15 steps to complete. The only way to initiate the installation was by inputting specific code into the terminal. This code was given by a customer support representative.
After initiating from the terminal, a user must switch to the product browser application to log in and continue the rest of the process.
WHAT WE CHANGED
Customers no longer need a support representative to install the product. Prior to the installation wizard, it was necessary to use a command line terminal before completing setup in the application UI. Also, the next steps were not intuitive.
Install required use of command-line terminal and support representative.
A support representative was needed to guide a user through 15 different sections because next steps weren’t intuitive.
Automatically detects first-time signin and launches the installation wizard in the UI.
All the steps to install are gathered in sequence with a progress indicator.
Silicon Valley, California USA