User Testing
Understanding the user
Testing a product is a great opportunity to understand the user's thought process, expectations, and potential pain points.
Request: Testing onboarding flow for Phone Link
Apps: Figma, MS 365, MS Internal products
Team: UX Designer, Product Manager, Engineering
Role: Content Designer
The Phone Link team noticed a drop in usage during first-time onboarding and with returning users.
I collaborated with partners to test:
-
post-onboarding flow
-
Phone Link features
Audience
Participants with low computer confidence and various ages.
Strategy
I focused on how the user comprehends content during onboarding and if they saw value in the offered features.
Observations
-
Users weren't able to comprehend feature value
-
Users expressed lack of confidence in linking their phone and PC
-
Users expressed confusion in terms 'connect' and 'link'
-
Users questioned cost, security, and data privacy
Post-pairing
After sign-on, users will see Phone Link on their PC, and are prompted to try new features with empty states.
Observations
-
New design encourages users to try features
-
Updated content to 'call to action' and increased user confidence
QR code insights
-
Users expressed cognitive overload
-
Users overlook the in-app camera requirement
-
Users thought it was common knowledge to scan QR codes without the app
Final Outcome
50% usage increase on Welcome page
50% usage increase for First-time onboarding
10% usage increase for QR code entry
6% usage increase for Pin to taskbar
Testing Gallery
View screenshots of the different flows that were used during user testing.
