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EventPass

A Mobile Onboarding Experience

EventPass is an NYC based event-discovery, subscription-based mobile app (iOS + Android). The platform has evolved from an already existing event-discovery service from freesocialevents.com, which has over 120,000 active monthly members.

EventPass provides a space for users to explore customized event suggestions based on their interests. Users take back control of personalizing their experiences, the app does the math to provide them with top quality, unlimited monthly events, when they want, where they are.

My Role

As a UX Consultant, working on the Design Team, we were challenged with researching, strategizing, ideating, defining, and designing final deliverables of the product for iOS and Android.

Specifics Included:

Duration

January 2018 - July 2018

The Ask

Design an effective way to engage and onboard new attendee users onto the company's mobile application. Eventually, leading them towards subscribing to the service.

Overview

EventPass has four unique selling points based on market research and customer insight. With the $10/month subscription EventPass offers:

With the above USP’s we hope to create trust with the customers and pave a way to launch in major cities everywhere.

The Solution

Deliver at Key Moments

The  onboarding process is a holistic, non-intrusive experience - seamlessly integrated into the background of a users' experience instead forcing it up front, inhibiting the apps ability to showcase tangible value.

To do this, we focused on 5 crucial pieces of the process:

1. Easily Access Content before Signing up/Subscribing

Users explore the USP's or skip by choosing Let me explore the app first. Either way, they are able to browse through the events that are being offered before signing up.

2. Simple, Single Screen Account Creation

With clear copy, users understand the steps and information that is required to create an account once on the screen.

3. Clear Validation with Visual Queues and Alerts

Clear visual queues show whether the data entered in the form fields is valid or not. Also, shows alerts for invalid data and password rules.

4. Straightforward Payment Collection and Progress

Hierarchy of content communicates to the user two pieces of information: 1. What they are they paying for and How much they are being charged. Users choose from different payment methods. There’s an option to try the app if they're still not convinced to buy the subscription.

5. Personalized Interests and Contextual prompts for App Permissions

Users select their interests from a variety of categories to receive personalized recommendations for events. After, they are asked for app permissions (use location) by providing context, only when some value is offered.

The Approach

Thinking in Products, not Features

The stakeholders stressed on developing a product with the same functionalities as our existing competitors in the market.
We felt that overloading the app with features would land us with a product that is not usable by the targeted customers.
Therefore, to differentiate the app experience from the current marketplace, we stressed on thinking in products to make sure that we build the right features for the audience and tackle real problems that customers currently have.

We further took inspiration from BJ Fogg's behavior model, in which he explains that behaviors are a consequence of three factors:

The Process

Research

Goal: Who are the users? What are they currently doing? What are their goals and challenges?

Assumptions

With information from the kickoff meeting and client interviews, we started our research with these assumptions about our users.

Interviews & Cognitive Walkthroughs

Interviews were conducted to find out about our users behaviors, goals, motivations, and challenges.


As a way to collect more insights for onboarding (pain points & opportunities), we conducted usability testing with 3 of our competitors' apps. The cognitive walkthroughs focused on:

Competitive Analysis

A better way to find a product that could be apt for the target audience is through understanding how the competitors are doing currently in the market.

Using the insights from the interviews and cognitive walkthroughs, we conducted an in-depth competitive analysis of our 12 direct and indirect competitors.

Personas

Based on the research results we understood that users have different motivations in using the application. We designed personas to prioritize the type of users to our application. We made two personas:

Research Findings

Ideation

Design Principles

Moving forward, the findings were converted to "How Might We" questions to help us frame our ideation and brainstorm. A set of high-level design principles were created using HMW questions as motivations. These principles were used throughout the design process as a north star that framed and guided design choices.

Design Goal

After creating the design principles and synthesizing insights, our overall goal for user onboarding was clear; To lead the users to see the “aha” moment.

With a strong value proposition and intuitive interface, we’ll be able to deliver the “aha” moment; it would be then that the user would realize the value of the product and will eventually get hooked.

For us, it would be helping them find the events they like and get them to attend their first event using the app (showing the user the value of the product).


User Story Map • User Journey • User Flows

After synthesizing, we presented all our findings to the client. We also invited them to be part of our white boarding sessions.

Collaborative meetings with the stakeholders provided an understanding of the details and uncovered business needs, their thought process, and workflows that needed further iteration.

Sketches • Wireframes • Rapid Prototyping

After client meetings and user testing provided initial feedback on the user flows, we took to sketching, rapid prototyping and more testing based off of flows relevant to our personas needs.

The Initial Design Explorations focused on four key interactions :
1. Splash/Informative Screens
2. User Account Creation and Payment
3. Choosing Interests
4. App Permission Prompts


Using the HMWs, personas and user flows, we explored multiple approaches through sketching and white-boarding. These were then discussed and validated amongst the team and stakeholders. The ideas with the highest potential were taken forward to higher fidelity wireframes.

Low-Fidelity Wireframes

Testing Two Promo Offers
Brainstorming sessions with the stakeholders led to promo offers that they wanted to run during the early stages of product launch. Since the user flow would be different for various offers, we wanted to test it out with lo-fi wireframes before moving forward.

The two offers were:

Results

Although most of our users gravitated towards the second option (three free events) option, stakeholders wanted to go with the first option ($5 off) for now and implement second in the later stage to gain more traction. Hence, I have focused on the first flow.

Validation

Usability Testing

Testing with different variants

Three variations of the Splash/Informative screens along with the rest of the screens were tested to gauge the users' perception of EventPass. We also wanted to see which variant increases the user's likelihood of engagement.

Result: We received a great response for Variant A. Users said that the video resonated with what EventPass had to offer and they were more engaged right from the start.

Design iterations based on user feedback

Using insights collected from user testing, we made changes that had a positive impact on user perception - increasing likelihood that they would engage with the onboarding flow and successfully complete the entire process.

Hi-Fidelity Wireframes

In this phase, the emphasis was on visual consistency and how the interface and interactions could help serve the core functionalities. Below I’ve explained the whole flow, where the user goes through every step of the onboarding process. I have also shown where the user would land if they choose to skip certain things within the flow.

Final Thoughts

Key Learnings

This was just one part of the product. Every day, the Design Team came together and worked towards getting everything out as a single product.

It’s all about that collaborative effort. The whole thing is an ongoing process, a product is never done, and the challenges evolve once it is out on the market. Overall, it’s a good learning experience for me working in a fast paced & startup environment.

The product is proposed to be launched soon.

Users Show No Mercy

Whether it be a physical product or a digital product, customers always incline to the best that satisfies their needs. User research, Market Research, and Usability Studies have changed my perspectives on how users would go about choosing a product.  

Lean UX, Period!

The Lean UX process helps designers to focus more on the experience rather than the deliverables and I believe it is required to avoid wasting time regretting on not Making better design decision ahead of time.

Getting the Stakeholders Involved

Working closely with the stakeholders helped to develop a strong understanding of their thought process.

Other Work

Repeat Roses

Mobile

Alpha Decoder

Product