Life360 Onboarding
Life360: Onboarding
As the company grew, there was a need to rethink how first time users interacted with our product - with special consideration around getting phone permissions, adding new members and giving users a tour of the product.
Platform: Native iOS & Android Apps
Problem
Users were finding it difficult to understand how to setup their account once they had downloaded the app. It was not immediately clear which permission settings were the most important, and many users had trouble inviting their family members to the account.
We anticipated a 10-12% lift in activations by solving these issues through a revised onboarding.
Project Brief: Get users to set permissions, invite family members, and take a product tour before being given full use of the app.
Process
Conducted interviews: Exiting customers about their onboarding process (7); users who signed up but never activated during the 14-day trial (6); users aware of Life360, but who had never signed up (12).
Design sprint (ideation, grouping, wireframes, presentation): invited representatives from Product, Engineering, Analytics, and Customer Growth to participate. We found common pain points and areas of user interest, and grouped all these concerns and ideas for wireframe development.
Designed 3 directions: Each revolved around a slightly different user goal, all using the same personas. These wireframes were presented to the executive team to select 2 paths to explore through user testing/focus groups.
Prototypes & Focus Groups: 2 directions were chosen for prototyping. These were shown to groups of users and we settled on a single path forward.
Full User Journey: That path was fleshed out and a full user journey created showing all the possible screens a user might encounter. Once this was put together another prototype was created and again user tested to find any pain points.
Visual Design/Refinement: After testing, the project was moved into visual design for refinement. The files were prepped in Zeplin and handed directly to Engineering with the prototypes and interactions/animations spec’d for development.
Collaboration & Launch: Worked closely with engineers to ensure everything was built according to plan and to solve any technical issues along the way.
Results
We saw an 12% increase in activations during the 14-day trial period compared to the previous onboarding. There was also a significant reduction in CS requests during the onboarding process.