EasyBiz enrollment Redesign
Designing enhancements to the EasyBiz enrollment process, making the product simpler to join and use, and communicating the EasyBiz benefits more clearly. User-research, journey-mapping, copywriting, UI and visual design, content management, user testing, prototyping.
Design Overview
Based on research, user testing, and analytic data I designed new information architecture, UI, and user flow changes for the EasyBiz enrollment process. These screens below illustrate some of the changes I made to UI design and design communication (copywriting) to help users be more successful and self-sufficient when enrolling in EasyBiz. Additional changes made to the EasyBiz user dashboard are not yet in production.
Updated design on Right. Shortened the invite user form to default to one user, reducing page length and scroll. Adding inactive and active states to the invite button. Maintained all existing functionality, and improved communication.
Updated design on right. Reorganized information architecture to give equal access to new users and existing users who are enrolling in EasyBiz. Redesigned all copy to more clearly communicate the enrollment process and user’s steps.
Layout re-design for confirmation pages. Created a two confirmation pages for the enrollment process in order to accurately communicate with new and existing Mileage Plan account holders as they enroll in EasyBiz.
Objective
To gain insight on how users are currently accessing EasyBiz, and how we can improve the guest experience by modernizing the user-enrollment process.
Understand what admins think about the new process for adding users to the company’s EasyBiz account, and the organization on the dashboard.
Understand users’ join process when admins add new users.
Understand users’ (newly added to the company’s easy biz account) join process when they create a new Mileage Plan account.
Understand users’ (newly added to the company’s easy biz account) join process when they have an existing Mileage Plan account.
Understand how companies are currently using EasyBiz and the distribution of ‘Admins’ and ‘Users’ and tasks performed within the account by each. For future EasyBiz enhancements
Solutions
Reduce unnecessary steps
Once a user is invited, they will be able to enroll fully without administrator approval. This will expedite access for users to begin using EasyBiz.
By removing approvals, users and admins will receive 3 fewer emails, and will have immediate access to book business travel.
Improve communication throughout flow
New users (and admins) want a better understanding of EasyBiz and how it is connected to Mileage Plan - the Mileage Plan Umbrella.
Make emails more scan-able
Highlight benefits in bullet points - users often do not know the Mileage Plan benefits with EasyBiz
Use clear CTAs and headings to communicate instructions throughout enrollment process
We used different action words to differentiate the Join Mileage Plan process and the Enroll in EasyBiz process.
Outcomes and next steps
Overall process was received well, and both admins and users liked the simplicity of the revised admin and user flows.
Feedback:
Newly joined admin and user both thought the information delivered in the new experience was good. On probing we learned that they did not understand the concept of MP# and connecting it with EasyBiz.
Some people still do not understand the Mileage Plan benefits for EasyBiz.
Admins appreciated that they won’t have to approve users after inviting.
