Canopy Onboarding

Canopy

This work was designed for and is the property of SNTNL LLC dba Canopy.

Objective.

Creating an accessible, and easy-to-use onboarding experience, allowing Canopy customers to get familiar with their new security product, and start discovering peace of mind for their valuable truck and tools.

Outcome.

Over the course of the last year, I’ve continued to iterate on the hardware and app onboarding experience for Canopy’s first product.

A guided experience helps users unbox, install, and start using their Canopy security system. Through cross-team collaborations, I helped research, iterate on, and develop the onboarding experience – which currently includes video and in-app instructions.

Guided Onboarding

Developing an onboarding and installation experience for Canopy’s first product has not been easy. Goals have included helping users understand where they are in the onboarding process and what to expect overall.

Research has told us that clear visuals, concise instructions, and reassurance throughout the time spent creates confidence for users.

Key Features

1. Guided steps with ability to dive deeper: “Read more” links allow users to quickly get more information without initially overwhelming them.

3. Reassurance and validation: Checkpoints and progress bars aid user understanding of how far along they are in onboarding, and validate that they’re installing their device correctly.

Build, Measure, Learn

Create assumptions:
Upon receiving written installation instructions from Canopy’s hardware team, I set out to make a user friendly guide that any customer could feel confident using.

Assumptions included:

  • Users won’t read detailed instructions, making it important to be concise in order to ensure successful installation and onboarding.

  • Interactive visuals or components will allow users to get comfortable in the Canopy app, building trust with using the product.

Conduct User Research:
Multiple rounds of research, including in-person observation and remote interviews has allowed deeper understanding of user pain points, resulting in new idea development and/or reprioritization of existing ideas to decrease frustration.

Alongside a senior researcher, I identified key insights to improve the Canopy onboarding experience, including:

  • Use consistent language and visuals throughout the physical packaging and in-app guide.

  • Some users wanted more information, so including detailed descriptions with each step helped users dig deeper.

How might we design an install experience that allows users to get a quick overview or navigate easily between sections?

Design Solutions:

While developing Canopy’s onboarding experience, I’ve had to adapt the UX based on the constraints and opportunities of the hardware and software; all of which has required me to work cross-functionally with product management and engineering.

An early version of the onboarding experience kept users “locked in” from start to finish. Research revealed that allowing users to navigate through “chapters” increased their confidence in the DIY experience.

Synthesize + Iterate:
I’ve hosted ideation workshops that have been a key component of the onboarding development. Much of this has required us to revise and rethink the onboarding experience.

We now have a version of onboarding in the app with plans to build in more features over time.

Early onboarding iterations