Designing the Ultimate Onboarding Experience

Florian Lissot
May 1, 2017 · 4 min read

This is a story about a GV style design sprint. If you’ve never heard of that, you can learn more here or read the book.

At Wizeline, we help companies to deliver better products. Roadmap helps teams to plan their projects collaboratively, and Portfolio helps teams with their product decisions. We also help companies build chatbots and their products.

One Friday, in our office in Guadalajara, Mexico, our UX team was giving our monthly “What is UX” workshop. Sung Hae Kim, our new People Operations leader, was here. But she already knew a lot about User Experience, having recently read GV’s sprint book. 5 minutes were enough to plan a sprint for the coming Monday!

This story is about why and how our UX and People Ops teams collaborated during a GV sprint to enhance the onboarding experience for Wizeline new hires.

Presenting the Crazy Eights.

Building the squad

For several months now, my UX team member Aditi and I have been Facilitators of design sprints and came up with some best practices. This sprint was the first one to focus on a purely immaterial experience, so we decided to co-facilitate it.

Sung, at the origin of this stunning idea, was the Decider.

To allow for creativity and diversity in thinking, the Sprinters came from various backgrounds: Human Resources (Ale and Claudia), Office Managers (Gabriela and Jazmin), Customer Success (Elba), Sales (Kelly), Staffing (Tania G.), Marketing (Tania M.) and Engineering (Bob).

Defining our target

Wizeline is growing at an average pace of 60 hires hires each month; in offices all around the world, from San Francisco (USA) to Ho Chi Minh City (Vietnam) to Mexico City and Guadalajara (Mexico).

You never get a second chance to make a first impression.

This assertion has been our leitmotiv from the beginning. We wanted this sprint to enhance the collaboration between different teams to create the best onboarding experience and first impression for our future new hires.

Collaborating; even with fake sprinters.

Adapting the process

Sung talked about how the onboarding experience is always an emotional experience and one that you always remember.

This is why we didn’t map like during a common sprint. Instead, we created an emotional map. This allowed the Sprinters to have empathy for the user and come up with feelings instead of actions.

Building an emotional map.

After the Crazy Eights and the Storyboard sketches, we ended up splitting the solutions of each Sprinter into cards. The cards were organized in high/low impact — high/low effort quadrants. This allowed us to create the most efficient experience, based on high impact — low effort items.

Prioritizing ideas along 2 axis: Impact & Effort.

What’s next?

After filling our classroom with our knowledge, discoveries, and ideas, we ended up with the Storyboard of our ultimate onboarding experience.

Our next new hires will be our testers, allowing us to iterate and aim towards the perfect first impression.

Reviewing the final Storyboard, with the “art museum” (Crazy Eights) in the back.

Looking back

This sprint proved that this process allows us to solve any problem, of any kind, without having to focus on the process itself.

Wizeline wants to help other teams to get the value of sprints. We will soon organize a Design Sprint Crash Course, within our Wizeline UX Academy.

Thanks again to our Sprinters Ale, Bob, Claudia, Elba, Gabriela, Jazmin, Kelly, Tania G. and Tania M. Thank you Aditi for co-facilitating this sprint. And thank you Sung for inviting the UX team to this initiative.

⚡️ Want to see more about UX at Wizeline, follow our stories on Twitter.

🙏 Thanks to Wendy for proofreading this post.

Thanks to Wendy Johansson.

Florian Lissot

Written by

Designer 👨🏽‍🏫 at @King_Games 🇪🇸