QuantumDigital Account Sign Up Redesign
QuantumDigital helps businesses and marketing professionals target their marketing and reach customers through direct mail marketing, printing and mailing services, and on-demand printing services. The primary customers for the company are real estate agents and real estate brokers. When one of these types of customers signs up for a QuantumDigital account, they do so through a landing page on our website or through one of our channel partners.
The signup process for a QuantumDigital account had an outdated and unresponsive UI and the user experience was confusing. We needed a signup process that looked more in line with the newly designed UI for our main product lines. We wanted users to be excited about creating an account with us because they are ready to start using our products.
Tools used: Figma (design + prototype), sketch paper, Asana.
Team, Roles & Responsibilities: I was the only Product Designer on the project team. My responsibilities included user research, outlining the user flows, high fidelity designs, interactive prototypes, facilitating user testing sessions in collaboration with my product manager, iterating designs, and providing documentation for the development team. The rest of the team included one developer, one product manager, and a few team members from customer service.
Timeline and launch: The design for this project was delivered in January of 2019 and took about a month to complete. The development started in February and the new account process launched at the end of April.
The account sign up UI was very outdated, the user experience was confusing, and users were dropping off in the account sign up process. We had no way of tracking those users that were dropping off so that we could follow up with them.
The technology stack we were using was outdated and not in line with the tech we were using on our products. The sign up forms were long with unnecessary fields. We were matching real estate agents with their companies through their addresses, and we wanted to update this to a phone number matching system to make it easier on us and the agent.
How might we make the signup process less intimidating and user friendly with a more delightful UI in order to increase conversions?
Redesign the experience to be responsive to all viewports, update the UI, and reduce the number of fields required for a user to sign up in order to increase sign up conversions. The process for an account signup with QuantumDigital should be quick and easy for our customers. We would also update the tech stack to be in line with our other products, while finding a way to track conversions and where customers were falling off in the process.
The scope of this project included 7 new features, which was enough to take a few months to complete in between other projects we had going on. Often times we have multiple projects going on at once and have to balance efficiently between them. We started the project at the beginning of the year and planned to launch by Spring.
We wanted to pass in information from our SSO partners for prefilling parts of the form. But, we ran into some limitations around this based on integrations we have built out with our channel partners.
Another constraint we were facing was that the company look up through the phone number or address is real estate centric. Right now on our main website the only way to sign up for an account is if you enter through our real estate page. Long term we would like to open this up more to non-real estate users and we have to think about this as we design the new user experience.
Some other things to consider: 1) Customers cannot change the company they are associated with after signup – they have to call support to change that. 2) Customers might accidentally choose the wrong company during signup and then have to call support to fix it.