KATIE JOHNSON
UX DESIGNER
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ActionSprout

ActionSprout is an ember-based web product that helps thousands of nonprofits leverage Facebook to advance their missions. However, the learning curve to use the product to its fullest capability was steep so many users did not return a second time. To increase second-time user retention by 20%, we designed and launched a new onboarding experience to help users learn Page management best practices by trying them as part of onboarding.  The new experience helped 24% more users start using the best practices that best set them, their Page and their nonprofit up for success.

Page manager journey map & persona

Page manager journey map & persona

We conducted user interviews to better understand the needs and context of nonprofit social media managers. Collaborating with the team, we created a journey map with Page management best practices, design implications and a measurable UX principle for each step.

User flows

User flows

To onboard new users effectively to the best practices mapped in the user journey, we created two new onboarding experiences to reflect different user goals.

High fidelity mockups

High fidelity mockups

After research and iteration, we created mocks for implementing a new onboarding experience