Overview

Either parents provide their children with devices or they are school-owned devices. These devices are either managed by the school when they are at school or by parents after school. To manage these devices the parent uses a mobile device management platform. The platform lets parents restrict browsing, block apps and manage parental control.

• Role: UX Consultant

• Team: Product, Engineer & Marketing

Responsibilities

• Usability review feedback report

  • User journey

  • Usability strengths

  • Usability problems

  • Severity rating

  • UX best practices

Challenges we faced

Measuring current behavior on the platform. The parent mobile device management platform only recently released its beta version. They re-skinned the school product using a slimmed-down version..

What we didn’t understand

The user? This launched as a quick and dirty - testing the water product. This resulted in little research or feedback from the user's needs and their goals.

Even with Hotjar, this was inconclusive due to most users drop off while in onboarding. There was no real information on the CMS behavior.

Attempted solution

While there wasn’t enough data or user feedback my main focus was for the parent to complete onboarding.

Solution: Simplify the current parent onboarding flow.

Critical learnings

Defining a specific end goal. The end goal: “device enrollment” and “software adoption". To help users celebrate the accomplishment. We also had to ask ourselves what does success looks like for these users? 

Possible goals

• A parent would like to control and set restrictions for their child's device

• Success is when this parent can create restrictions and see their child’s device

Identifying how the parent can achieve their end goal - including mini successes 

• Creating an account

• Adding their child

• Linking their child’s device

• Setting restrictions > End goal

Logical flow

• Create account (parent’s device) > Add child (parent device) > link device (child device) > Create restriction (desktop)

Interface designs

Working in conjunction with their in-house designer. We have developed a doing-focused onboarding flow. This walks the user through the first or most common actions. We combined this with an account-focused onboarding. This walks the user through the profile creation process, adding child and device.

Next Steps

I would like to measure the onboarding flow with usability studies and analytics. After testing, I would gain more insights from our users and make improvements.

If there is an increase in onboarding completion we improved the onboarding flow. Then we can track more users on the platform. These results will give us a clear idea of how to optimize on the parent product.

Next phase in progress - Parent CMS re-designs