Background

As the first full-time UX Designer at BindiMaps, an innovative indoor navigation company specialising in accessible wayfinding, I was tasked with enhancing the user experience of the BindiMaps mobile app. One of the most critical areas for improvement was the app’s onboarding process, which was identified as a key area of friction for new users. The goal was to create an efficient, intuitive onboarding flow that would quickly guide users into the core experience of the app.

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The challenge

The original onboarding process involved a 9 step flow that included feature explanations, preference settings and terms of service acknowledgments. This lengthy process resulted in high user drop-off rates, especially among new users. Additionally, the onboarding experience lacked key elements such as a progress indicator and clear skip functionality. The design also suffered from an illogical flow that led users through content heavy screens and many decision making tasks before they even landed in the app itself. 

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Previous App Onboarding Screens

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Approach

1. Mapping and analysing user flow: I kicked off the project by visualising the existing onboarding sequence using user flow diagrams. This technique helped me and key stakeholders visualise the current onboarding process and identify opportunities for optimisation.
2. Iterative Redesign: Collaborating with stakeholders, I streamlined the onboarding flow by focusing on the essential permissions and settings. Non-critical settings were deferred to the app’s settings page to be customised later. This allowed for a much faster, less disruptive onboarding experience. 
3. Less is more design philosophy: I focused on simplifying the onboarding flow by reducing the steps to the essentials, location permissions and map preferences, while deferring less critical customisations to the app’s settings page. This approach ensured new users could efficiently configure the BindiMaps app to their preferences without compromising the user experience.
4. High-Fidelity Prototyping: Using Figma, I designed high-fidelity prototypes that incorporated the brand’s existing visual style, ensuring that the onboarding screens were not only functional but also warm and welcoming. View prototype via this link

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User Flows

Previous onboarding flow

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New onboarding flow

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New App Onboarding Screens

When users first launch the BindiMaps app, they’re welcomed with a friendly brand illustration and a clear value proposition; helping people navigate complex indoor spaces with confidence. Tapping ‘Get Started’ leads users to choose between two navigation modes; Text & Audio or Map Mode. To support users in making a more informed decision, each option includes a brief explanation and supporting image, helping users understand the differences between the two distinct interfaces. 

For users selecting Text & Audio, an additional screen appears allowing them to customise their Direction Preferences, choosing between Left and Right or Clockface directions. This feature is unique to BindiMaps. While most users prefer Left & Right, Clockface directions are particularly valuable for people who are blind or have low vision. The clockface method is commonly taught in early education and widely used in orientation and mobility services, making it a more intuitive communication style for some users. Including this option in onboarding improves accessibility and gives users more control over how they navigate. 

After completing setup, users are prompted to grant location and bluetooth permissions, enabling the app accurately localise their position within the indoor environment.

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Usability Testing

Given the radical change in the onboarding redesign, it was critical to validate the new experience before launch. I facilitated a round of usability testing at the 2022 Formula 1 Grand Prix in Melbourne, an event that we had mapped with BindiMaps.

Testing Approach: I recruited 5 new users (ages 21 - 69) who tested the app via TestFlight. Participants provided real-time feedback on the flow, clarity, and ease of use. 

Key Findings: We discovered many great findings from this research, which I consolidated into a succinct research report and presented this to our internal stakeholders and product team. The two key standout findings were: 

1. Positive Feedback: Users found the redesigned onboarding flow clear, intuitive and easy to follow. They felt the process was straightforward and aligned with their expectations for first-time app experiences.
2. Unexpected Insights: A notable insight was the preference for audio directions on map mode, which was not available in the app at the time. This insight led to the prioritisation of integrating audio directions into the map interface, which was later developed and added to the product. 

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Outcome

The revised onboarding flow was successfully deployed and improved first-time user engagement. 

• User Feedback: Users felt the redesigned onboarding flow was approachable and aligned with their expectations for mobile app onboarding. The refined onboarding process helped reduce confusion and allowed users to begin using the app much more quickly.
• Product Evolution: The demand for audio directions led to the prioritisation of this feature, which was subsequently integrated into the map mode, increasing user satisfaction and product evolution. 

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Conclusion

This project emphasised the importance of a user-centred approach to design. By simplifying the onboarding process and focusing on the most essential steps when first landing into the app, I was able to enhance the user experience and influence the future product roadmap with future improvements backed by evidence. Despite lacking formal analytics, the real-time feedback from usability testing provided valuable insights that helped prioritise future features and design updates.