Basoli Dhirai
Basoli Dhirai
[ 01 / WORK ]
When onboarding carries the whole experience
↓42%
MoM USER ISSUES
Building the experience around a physical learning product.
product brand : Byjus
The problem
One shot at a first impression
Byju's had built its name in the Ed tech space - learning content, teaching methodology, a brand families trusted.
This was its first physical device for children, and we wanted that first experience to live up to everything the ecosystem already did well.
It was a pilot, so we were learning as we went and improving the product with each round.
The onboarding numbers showed us where to look. We had a few different teams working on that stretch of the experience. What was missing was the full view in one place.
Two journeys, one wall
So we put it all on one wall. Two maps, side by side - the user's journey from the moment the box opened, next to the journey of the teams supporting them.
That was the turning point. Each team already had a sense of where its own part strained. Seeing them together showed exactly where a user hit a wall and which bit of support hadn't reached them yet. Now the gaps had a place on the map, and there were a few of them.
Most came back to the same thing : the gap between how the device was understood and how it was actually used.
This was a pilot, and real units were still scarce, so the people guiding new users couldn't always get hands-on with the device the way a user could.
Mapping different journeys to surface painpoints
Mapping different journeys to surface painpoints
ideation
Once we could see where the gaps were, the fixes followed.
For users: onboarding that met them the moment the box opened, so the device started explaining itself right away and carried them through the first stretch.
For the people supporting them: since real devices were scarce, we built a simulation of the experience. Anyone could get hands-on with the device without needing one of the few units around, and learn it the same way the user would. Alongside it, we gave them a proper guide to the device, down to the small details, and reworked the script they used with users so it matched what issues people actually ran into. It put them on the same footing as the user they were helping.
Ideation session for first user experience onboarding
Strategy & implementation
What the whole picture bought us
A learning device for a child is a few things at once. A child who wants to explore it. A parent hoping it was worth it. And a short window to get both right.
Good onboarding handles all of that in the opening moments, because those are the moments that decide the rest.
A few things shipped out of that work, for users and for the teams behind them. User issues dropped month on month, and kept dropping down about 42% from where we started.
None of it came from one clever feature. It came from putting two journeys on one wall and building for both at the same time.
First-use onboarding: getting new users comfortable with the device from the very first touch.
More projects
