airSlate Workflow. Templates it's easy
airSlate is a company that offers solutions for automating business processes, letting you create, manage, and optimize document workflows and connect them with different systems.
This time, I worked on the templates feature. So, let’s explain what a template is.
Templates are pre-configured workflows for documents and automation bots. With a template, you can repeatedly send documents and collect data from different people without having to set up the whole process again each time.
What was wrong with Templates
To answer this, we talked to users and started asking them questions. We asked how they use the product, why they use it that way, and what they need to know and see.
After a few of these interview sessions, we discovered some key insights:
Users do not understand what template is.
They do not know how to start templates.
Users see templates as a list of sends, which they do not connect with the template itself.
Overall, we found many issues that needed fixing, but these three were the most critical and frequently mentioned at this stage.
Finding a Solution
After analyzing the data we got from talking to users, we came up with a few ideas to make the functionality clearer for users and improve how they use templates, which should increase the number of sends.
Showing users the contents of a template right away will help them spend less time searching for what they need.
Starting a template should be made easy, and we should help users understand all its benefits.
Design
After several design iterations and testing each version, we settled on the current design because it worked well for everyone. Users who tested it were able to complete the template sending flow more quickly. Developers didn’t need to spend much time implementing the solution, and our hypotheses started to be validated.
Results
After a month of A/B testing and gathering statistically significant data, we began analyzing the experiment. In this test, 50% of new users were shown the old signing session, while the other 50% were given the new one. After cleaning the data from any "noise" and verifying it with various sources, we obtained the following key metrics:
The number of created templates increased by 11%. This is also thanks to the “flow creator” team, as they also encouraged users to create templates in their part of the product.
The number of templates started increased by 39%. This is a great result, considering that we made simple and obvious improvements.
The percentage of users who completed the tutorial was 32%. It’s clear that users still find templates confusing and don’t fully understand their purpose, so the tutorial remains interesting and useful for many.
A reduction in complaints and questions about templates in support.
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or write an email to:
hi.hlushchenko@gmail.com