Help and Onboarding
A redesign concept for a popular game-based learning platform
Project: Mobile app redesign concept
Role: UX Researcher & UX Designer
UX Design Team: Kate MacEwan, Jared McCleary, Andrea O’Hara
Tools: Figma, Maze
Project Duration: 2 weeks
Project Status: Prototype v2
Project Overview
The concept of this project was to work in teams to create a new feature or redesign an existing feature for Kahoot’s mobile app. Our team focused on creating help and onboarding features for Kahoot’s ios app.
DISCOVER
What is Kahoot!?
One of the most popular game-based learning platforms, Kahoot makes it easy to create, share and play fun learning games or trivia quizzes in minutes.
We conducted user interviews, competitive and comparative analysis, and we gathered user reviews from several secondary resources, including: Reddit, ios App store, Common sense education, Capterra, and Trust Pilot.
After synthesizing our data we went back to the app and we realized that Kahoot already provides features to satisfy popular requests. Therefore, we needed to look at ways of improving awareness of these existing features and making it easier for users to find information or get help.
Insight
Kahoot already offers features/options to satisfy popular requests
Recommendations
Improve awareness of existing features
Make it easier for users to get help or find information about features.
DEFINE
Persona
With Teachers making up a large part of the Kahoot user base and representing the majority of the reviews and feedback we found in our secondary research, we decided to focus our lens on a teacher as our representative user.
Meet Kelsey!
Age: 42
Location: Austin, Texas
Occupation: Elementary School Teacher
Education: Master’s Degree
User Problem
Statement
Kahoot already offers a lot, if not all, of the features Kelsey is looking for, but Kelsey is unable to find them and unsure of where to go for help. This frustrates Kelsey, and prevents her and her students from having the best experience with Kahoot.
Behaviors
Uses Kahoot as a way to get students engaged and help them focus on a fun task
Uses Kahoot for test-prep and review
Uses Kahoot as a fun reward for good behavior
Frustrations
When players can create inappropriate nicknames
When she can’t find information about how to use features and which features are free vs require paid subscription
When she can’t find a way to get help or contact customer support on the app when she needs it
Business Problem Statement
Kahoot currently has room to improve its trust rating from previous customers. As a result we may be losing future and current customers. We need a way to build, and restore our customers’ trust in us.
How might we help users like Kelsey become experts in Kahoot’s features?
DESIGN
Sketches
We worked together as a team to create user flows of common processes the user will follow using the app. Then we created sketches to visualize ideas for the changes and additions to the screens in the app.
Wireframes
After reviewing the sketches, we determined the direction we wanted to go in with the design of the screens and proceeded to create high-fidelity wireframes of those sketches.
Help Screen
Chat Bot
Onboarding
Usability Testing
We conducted usability testing on our prototype to understand the areas that needed improvement. After the tests, we analyzed the results and and defined some recommended changes for the prototype.
REcommendations
Reduce the overall number of prompts
Make the next button easier to click
Add a close button on the last prompt
Add an exit button to the prompts, so users can leave the tour anytime
Change chat button on help screen to make more obvious
Deliver
Prototype
Once we completed the changes to the wireframes, we created a new iteration of the prototype. The final prototype is embedded below.
Next Steps
After completing the design changes on our iterated prototype, we identified some recommended next steps to be completed in future sprint should we continue working on the design.
Recommendations
Run usability testing on Prototype v2
Prototype the ‘start a Kahoot’ process with onboarding tips
Explore more ways of improving ‘help’ functionality on the app including incorporating video tutorials.