Ordermentum is a cloud-based software solution, purpose built to make regular wholesaler and distributor ordering and payments easy. The focus of this project was to improve and simplify the onboarding process with self signup.

CHALLENGE

The onboarding process currently requires a lot of assistance from the staff. The core goal was to improve and simplify the onboarding process with self sign­up.
Considering the 2 week time frame and the fact that the sign-up process was still being worked out, we concentrated on a general onboarding strategy, rather than, detailed interface design.

PROCESS & INSIGHTS

We conducted user research including these Methods:

• Competitive onboarding analysis
• Heuristic evaluation and onboarding assessment
• Contextual interviews
• Usability testing

These insights helped define the scope of the project:

• With current software large wholesaler still needs assistance on the phone
• Concentrate on a sign-up flow for small wholesalers
• Most users aren’t willing to invest a lot of time into a new and not yet proven software
• User wants to see value early
• Eliminate unnecessary complexities and reward engagement
• User wants guidance throughout the process

SOLUTION:
MVP SELF-SERVICE SETUP GUIDE THAT HIGHLIGHTS THE CORE ONBOARDING TECHNIQUES

The value of the minimum viable product:

• Most streamlined & time efficient solution
• Does not rely on the existing interface or system completely
• The applied design principles can be implemented with limited technical restrictions
• Improves the trial onboarding process for the smaller wholesaler (Guidance, process tracker, error management, accessibility of information, value proposition, personal and emotional engagement etc.)

RESEARCH

Competitive onboarding analysis report

We compiled our findings in a detailed onboarding assessment matrix (with annotated screenshots and scaled scores), which we delivered in a comprehensive competitive report.

Businesses we assesd:

User interviews

We conducted one-on-one user interviews with five (5) local retailers in the food and beverage sector.

The aim of the user interview research was to:

• Gather identify business insights into their ordering system and processes
• Understand what retailers expect from the wholesaler and their ordering system
• Gain insights into their experience with software solutions, including the onboarding processes required

Usability testing of current site and sign-up flow

We conducted usability tests with five (5) participants, using five (5) predetermined task flows.

The core aim of the usability testing was to:

• Clarify the pain points in the experience of the core onboarding related tasks
• Gain insights into how each onboarding process step can be streamlined to reduce user objections and increases flow efficiency
• Identify step-level opportunities for improvement

EVALUATION OF THE CURRENT EXPERIENCE

Based on the research we designed the current customer journey map:

EARLY DESIGN IDEAS & WIREFRAMES

VIEW THE FINAL AXURE PROTOTYPE