HEARST NEWSPAPERS / UX & CUSTOM ILLUSTRATION
Subscriber Onboarding Journey
I was given the task of building a customer onboarding journey as part of the immediate post-checkout flow. While designing this, the main goals were to increase subscriber engagement with newsletters and the mobile app, which we hypothesized would increase subscriber retention overall.
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I began this project doing a competitive analysis of other post-checkout user flows in media. I went through and stickered places on each flow to highlight the highs and lows of each of our competitors' user journeys to get an idea of what works and what get's lost.
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Taking these findings and bringing them to stakeholders, we came away with a list of features that we really wanted to include in this flow. First, we wanted users to feel like the signup journey was a quick and simple interaction, and not worry about the amount of steps/time it would take to complete. Next, we wanted the newsletters to have a visual component to really encourage sign ups and interest. Finally, we wanted to explore different ways to get people to the app store for the mobile and desktop experience.
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I began to lay out the flow, with room for an A/B test to see how many newsletter options we can show a user without overwhelming them with choices. The UX/UI got finalized, and I realized that since the newsletters did not currently have devoted imagery, I had the opportunity to create it myself.
