Designing the Campaign Creation Flow for Upshot
Initial MVP Design
When we started creating the Upshot MVP, our biggest challenge was to design the experience for our customers. (Customers are those who purchase our services. We call their customers “users”.) With very little insight as to who they will be and with very little time, we wanted to build an initial product and iterate as we get more and more customers on the platform.
As a team, we drafted out a basic flow on how we think the product will work. Modeling that flow, I created wires and tested the flow with the internal customer support and marketing team.
Vendor Onboarding Flow Wires Version 1
Edit CTA Alternative Designs
Vendor Onboarding Flow version 2
Since we did not yet have any customers, I interviewed about 8 internal employees that are either in marketing or customer support to give me feedback on the the design. Issues I identified through user testing are:
- Participants had very little idea what is the CTA and where does it go. Thus we added a link to an example article and a quick explanation
- Some participants would like to invite by individual customers. Thus, we allow participants to deselect individuals in the group
- Participants also wanted to know what happens after they click start. We added a blurb at the end of select participants screen to help explain the next steps.
Checkout the Heroku prototype.
Create a New Campaign Flow
Once we launched beta, many customers had trouble setting up their account by themselves. They also start to send our business ops manager tons of request in terms of the type of story they were looking for. At the same time, our own marketing team (who we treat as a customer), came to us with new campaign requests. This is when we start to realize setting up an Upshot campaign is much more complicated. We also needed to pave the way for multiple campaigns in the future.
As a team, we reviewed the first iteration together and there were a few feedback on the design. The first version does not accommodate additional features we may add in the near future such as connect a CRM. It is also does not have important steps like “Connect to AdvocateHub” and “Preview invite to your advocates”. To accommodate so many additional steps, I thought it made sense to group steps that help reach the same goal together as sub-steps.
I tested this flow with customer and internal employees for feedback. Participants thought the flow was intuitive and comprehensive for their needs. They gave many copy suggestions to help improve the flow.
Once we completed the flow, a big concern was allowing users to stop halfway and complete the campaign creation process later.