Conversational Onboarding
The idea of a conversational onboarding bot is to onboard the user by having a conversation with them. This application is a messaging app and the user uses it to send texts, make and receive calls from their customers. The idea is to onboard the user through the same experience they have when they use the app. Hitting two birds with one stone!
Conversational Bot
After studying similar apps who use an onboarding flow the first time users log into them, I came up with a the idea of a bot. She is called Jane and she is going to assist users during their onboarding experience. I realized that having an avatar and a name associated with the conversation makes it more personal, and closer to what their experience in the app is like.
The first thing we wanted our users to know about was the ability to record a custom voicemail. Therefore Jane explains what a voicemail is, and presents one to the user to listen to. Then she gives them an option to set up their voicemail.
It was important to present this step as an option. Not everyone wants to set up a voicemail right off the bat. Also this gives our previous users a chance to skip if they already know how the process works.
Continue to onboard
If the user says “Yes” and continues to setup their voicemail, they’ll be presented with a link that takes them to where they can record their custom voicemail. Upon returning from that page, the see a new message from Jane. The message congratulates them on having successfully setup a voicemail and directs them to where they can change it later if they need to.
Skip
If the user skips the voicemail step, they are still presented with the option to set it up later if they change their mind. After that Jane moves on to the next step in the onboarding process which is making a phone call.
