A master thesis from Aalborg University
Improving User Onboarding Experience with Contextual Design: A case study in developing onboarding systems
Author(s)
Term
4. term
Publication year
2021
Submitted on
2021-05-30
Pages
50 pages
Abstract
Onboarding systems are an emerging factor for a successful application. The problem is the data exchange between the system provider and the user: Creating an onboarding experience that users don’t skip through with impaired awareness. There is no standard for how to design onboarding systems that solves these issues. The purpose of this case-study is to evaluate the effect on user experience, when designing from a user centered design approach. In this thesis, the onboarding system has been developed through the theory and method of contextual design, in collaboration with the company Hjælp til Pårørende. The onboarding system has been designed to be implemented on the Hjælp til Pårørende application, grounding both data gathering, design and development in an existing product and case. From the user centered design approach, the design activities have aimed to develop onboarding components in context of the specific onboarding activities. The result of the user experience evaluation revealed that the implemented onboarding components enhanced the user experience, though one onboarding components resulted in more friction than support for the user. The analysis also showed that the users weren’t aware of the data gathering in several instances. The evaluation indicated an implication of the contextual design approach to developing onboarding systems: When the friction is reduced by gathering data contextually, it can decrease the users’ awareness of consent and transparency of privacy. The results pose the question: When does good user experience design and intentions, cross the line and become a nudging interface?
Onboarding systems are an emerging factor for a successful application. The problem is the data exchange between the system provider and the user: Creating an onboarding experience that users don’t skip through with impaired awareness. There is no standard for how to design onboarding systems that solves these issues. The purpose of this case-study is to evaluate the effect on user experience, when designing from a user centered design approach. In this thesis, the onboarding system has been developed through the theory and method of contextual design, in collaboration with the company Hjælp til Pårørende. The onboarding system has been designed to be implemented on the Hjælp til Pårørende application, grounding both data gathering, design and development in an existing product and case. From the user centered design approach, the design activities have aimed to develop onboarding components in context of the specific onboarding activities. The result of the user experience evaluation revealed that the implemented onboarding components enhanced the user experience, though one onboarding components resulted in more friction than support for the user. The analysis also showed that the users weren’t aware of the data gathering in several instances. The evaluation indicated an implication of the contextual design approach to developing onboarding systems: When the friction is reduced by gathering data contextually, it can decrease the users’ awareness of consent and transparency of privacy. The results pose the question: When does good user experience design and intentions, cross the line and become a nudging interface?
Documents
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