Increasing user engagement and feature discoverability through user onboarding in business-to-business applications
(2019) MAMM01 20191Ergonomics and Aerosol Technology
- Abstract
- User onboarding has become an increasingly important aspect in applications due to the shift
towards the Software as a Service business model in software companies. This results in that
companies need to make sure their customers are successful with the service, or they will loose
customers. An effective user onboarding strategy can give the user a good start in becoming
successful in the service. However, so far it is most common in business-to-consumer applications.
This thesis aims to investigate how to create a successful user onboarding strategy in a businessto-
business application. User onboarding strategies used in business-to-consumer applications
will be investigated and adapted to a business-to-business context. We will... (More) - User onboarding has become an increasingly important aspect in applications due to the shift
towards the Software as a Service business model in software companies. This results in that
companies need to make sure their customers are successful with the service, or they will loose
customers. An effective user onboarding strategy can give the user a good start in becoming
successful in the service. However, so far it is most common in business-to-consumer applications.
This thesis aims to investigate how to create a successful user onboarding strategy in a businessto-
business application. User onboarding strategies used in business-to-consumer applications
will be investigated and adapted to a business-to-business context. We will also investigate how
these concepts can be applied over a longer period of time to increase feature discoverability and
user engagement.
First, other application’s user onboarding concepts was researched. The concepts was studied
and evaluated of how they would fit in a business-to-business context. Six concepts were chosen
and then adjusted according to the context. The concepts were analyzed through a focus group,
but theory was also used to evaluate if the concepts were suitable. Three of these concepts were
made into hi-fi prototypes which were iterated in two iterations in which both user tests were
conducted.
Our findings in the user tested showed that by using an adequate amount of gamification in the
user onboarding process will motivate users to engage more in filling out personal information in
the application that is useful for the user experience further on in use of the application. The use
of pop ups for introducing features to the user was also shown to be efficient. The frequency of
occurrence of a pop up is crucial since an over use of this could have a negative effect. However,
this aspect was not investigated in this thesis, and needs further research to establish. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/8988351
- author
- Wernerson, Nora LU and Söderblom Carlsson, Erik
- supervisor
- organization
- course
- MAMM01 20191
- year
- 2019
- type
- H2 - Master's Degree (Two Years)
- subject
- keywords
- User onboarding, user engagement, user experience, interaction design
- language
- English
- id
- 8988351
- date added to LUP
- 2019-06-26 14:21:23
- date last changed
- 2019-06-26 14:21:23
@misc{8988351,
abstract = {{User onboarding has become an increasingly important aspect in applications due to the shift
towards the Software as a Service business model in software companies. This results in that
companies need to make sure their customers are successful with the service, or they will loose
customers. An effective user onboarding strategy can give the user a good start in becoming
successful in the service. However, so far it is most common in business-to-consumer applications.
This thesis aims to investigate how to create a successful user onboarding strategy in a businessto-
business application. User onboarding strategies used in business-to-consumer applications
will be investigated and adapted to a business-to-business context. We will also investigate how
these concepts can be applied over a longer period of time to increase feature discoverability and
user engagement.
First, other application’s user onboarding concepts was researched. The concepts was studied
and evaluated of how they would fit in a business-to-business context. Six concepts were chosen
and then adjusted according to the context. The concepts were analyzed through a focus group,
but theory was also used to evaluate if the concepts were suitable. Three of these concepts were
made into hi-fi prototypes which were iterated in two iterations in which both user tests were
conducted.
Our findings in the user tested showed that by using an adequate amount of gamification in the
user onboarding process will motivate users to engage more in filling out personal information in
the application that is useful for the user experience further on in use of the application. The use
of pop ups for introducing features to the user was also shown to be efficient. The frequency of
occurrence of a pop up is crucial since an over use of this could have a negative effect. However,
this aspect was not investigated in this thesis, and needs further research to establish.}},
author = {{Wernerson, Nora and Söderblom Carlsson, Erik}},
language = {{eng}},
note = {{Student Paper}},
title = {{Increasing user engagement and feature discoverability through user onboarding in business-to-business applications}},
year = {{2019}},
}