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Fetcher is a SaaS company that assists recruiters and companies in identifying and sourcing ideal candidates. Utilizing artificial intelligence, Fetcher identifies suitable candidates and then includes a human verification step to ensure an accurate match. Once suitable candidates are identified, Fetcher then sets up a system of automated email touch-points, freeing clients to focus on relationship building and prioritizing communication with their prospective candidates.

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What did I do?

I identified the need for an educational component in the self-guided tour process after experiencing confusion as a first-time user. To address this, I developed an educational flow to guide users through the tour steps.

Project overview

This project focused on enhancing the user experience of the self-guided tour process. I redesigned the educational aspect to provide clear, concise information in a more accessible format. This involved creating bite-sized content to help users understand the unique journey of self-guided tours.

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Problem
 

The user problem is that first-time users of the self-guided tour process were confused about the process's duration and steps, exacerbated by the absence of an educational component. This lack of guidance led to uncertainty and confusion among users.

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Experiencing it first hand
 

During my first-hand experience with the self-guided flow, I had no prior knowledge of what to expect. I was unaware of the duration and the required steps, leading to numerous hiccups and questions throughout the process.

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New design system

At that time, Rently was transitioning between two design systems: an orange system with inconsistencies and various components, and a new system called "RentlyOne" that was being developed and implemented with standardized components.

Human-touch illustrations 

Because this product was customer-facing and targeted at end-users, I saw an opportunity to infuse it with character and a human touch. The previous UI had used very standard illustrations of houses and locks. Given the tech nature of the experience, I aimed to introduce more humanity by creating different characters.

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How were the steps before?

  1. Park and check in from your device

  2. Enter the lock serial number to receive your access codes

  3. Input the access code into the lock to tour the property.

  4. Close and lock the door when complete.

What did I think about these steps?

I understood the steps involved, but I felt that more information could have been provided to users. During the actual self-guided tour, users were asked to share their location and answer security questions, even though these steps were not mentioned in the tour description.

I also knew that existing users experienced the following issues during our self-guided flow:
Users could get banned from their account and unable to view the property if they weren't close enough to it.


Users had privacy concerns and didn't understand why they had to share so much information.
Mistakes while answering security questions could result in a ban.
Users were unclear about the duration of the process.

How can I divide them the best I can?

I categorized the parts of the self-guided tour into those originally in the prior steps and those missing in the live flow. Additionally, I emphasized the importance of users being close to the front door, given the security bans associated with users not being in proximity to the property.

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Is this manditory?

I aimed to make the information available but not mandatory, so I added the option to skip the entire educational flow.

What did the engineers think?

The engineering team expressed concern that adding more screens to the flow might overwhelm users. I explained to them that providing this information would offer users a comprehensive view of the process, with the option to skip if desired.

Following the integration of the new stepper screen into the self-guided flow, we achieved an 84% completion rate for all new users.
 
Additionally, we observed a 6% increase in the completion of the self-guided flow and a 3% reduction in customer support calls during the experience of self-guided tours.
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