Erudit AI onboarding

2023

What is Erudit AI?

Erudit AI is a HR analytics tool that helps HR managers to understand employee satisfaction, burnout and turnover levels in order to provide a better employee experience. Erudit uses Slack and Microsoft messaging tools in order to extract meaningful and anonymous insights about employee satisfaction.

Details

My role

I was part of a small product team where I have been involved in various projects such as creating an employee page structure, researching new Cohorts initiative and working on user activation and acquisition initiative.

Project overview

Our users were not renewing their accounts after an initial trial period, so we had to find the reasons behind it and work in reducing friction during user onboarding and activation stage.

The Users

Our main target users were HR managers and their team members as well as IT admins for their communication platforms such as Slack or Microsoft Teams.

Roles & Responsibilities

I was collaborating with another UX designer and product manager to identify the main causes of low user activation and I was responsible for introducing quick updates in order to activate user onboarding faster.

Scope & Constraints

We had a very tight deadline to be able to introduce small updates that could have a major impact on how users were onboarding on our product.

Overview

In order to understand current issues we were facing we collaborated cross-fuctionally with teams from Sales, Marketing and Compliance to understand current user onboarding. Then we started mapping out current user onboarding flow identifying key areas where we need to put our focus. Simultaneously we were mapping out the acquisition and activation process from user details submission on the website and initial demo call until full user onboarding.

Problem

After having interviews with our colleagues from marketing, sales and compliance we identified key areas where user friction was happening:

-User had overall lack of trust regarding our data and how we obtain it

- Lack of clarity how the process works raised further trust issues regarding data privacy

- HR managers were struggling to persuade decision makers that Erudit is a necessary tool

- Lots of manual tasks and dependencies from Erudit team when it came to user onboarding

This led us to further identify existing problems with current onboarding flow occurring from Erudits side and from user facing side.

From Erudits perspective it became clear that there's a lot of manual work involved. CTO had to manually provision each account using AWS to grant access to our users. Also our product team had to double check data submitted by our users using Amplitude and if there were mistakes found, they had to communicated this to our users manually which was not sustainable.

From client perspective, our users had to wait for sales teams to send them an email with their account login details, then ask their IT manager to connect all communication platforms and then wait 24 hours for first data insights to appear on the platform with no visibility when the account is going to be ready. After these steps, our users still had to upload their employees data manually in order for the insights to be more accurate.

After having interviews with our colleagues from marketing, sales and compliance we identified key areas where user friction was happening:

-User had overall lack of trust regarding our data and how we obtain it

- Lack of clarity how the process works raised further trust issues regarding data privacy

- HR managers were struggling to persuade decision makers that Erudit is a necessary tool

- Lots of manual tasks and dependencies from Erudit team when it came to user onboarding

This led us to further identify existing problems with current onboarding flow occurring from Erudits side and from user facing side.

Discovery

Current set up

Our users had to go through 3 stages in order to complete onboarding:

Account creation

This was a very manual process involving CTO and Sales teams sending account activation emails manually

Platform connection

Users had to connect their communication platforms in order to see the data on the platform. For that they needed to involve their IT manager. We identified this step as one of the major friction points in the journey.

XSLX exployee data submission

Users had to manually submit the list of their employees using employee page. This step created friction as users were making mistakes or they were not completing all mandatory fields so the data we could provide to them was limited.

The Solution

Together with product manager we identified key friction points and created a plan to quickly introduce following improvements:

Create automated email cadences to provide faster access to Erudits account
Guide user on the steps they need to take before they can use the platform
Create space for automatic employee data submission

We created series of email cadences to provide information and keep user informed during account creation process

We introduced new user onboarding flow

We also updated our empty states so user could be informed during all stages of account activation

We created space for automatic employee data submission

Learnings

After introducing small changes we were monitoring user behaviour and have scheduled follow up conversations with users who decided not to continue with Erudit to further understand their issues.

Also we were planing to keep interviewing companies that decided to continue with Erudit in order to understand what was their AHA moment and how we can bring that moment sooner in the onboarding process.

We also identified that HR managers struggle when it comes to persuading their decision makers to decide if they should go with Erudit so we are prioritising this as our next initiative.

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Erudit AI onboarding