Miro — Discovering the UX Onboarding for new invited

Miro is an awesome tool that provides a collaborative online whiteboard designed for remote and distributed teams. Launched in 2011, Miro has more then 7 million users across the globe and rise up a new growth curve with the COVID pandemic season.

Owner of an impressive approach to creative collaboration jobs, Miro is coming more and more space into creative teams. Without strong entities relations between objects into your database, the product is compromised with the creativity and freedom. There are no rules to create in Miro, you just need access and put your ideas into a crowd sea of interactions, all over real time (or not).

When the COVID pandemic season began, I get some apprehensive feelings about how can I would to do my design sprints, because at that moment I still not know Miro.

However, even with so many good things, after some interactions, I has watched that new invited users makes interruptions in the work in progress to ask how to work with the platform, turning the job less productive and taking out the focus of collaborators. As a curious designer, I did a little research to understand, and is about this that I want to talk today.

The Contest

How to reduce the learning curve with the practice tool during use, when and if necessary?

The Persona

Nil works into “thinking” team of a company. He is the type of person that is invited to resolve strategic issues. He has good contact with technological products and services but has never participated in a work session using Miro.

This lack of contact with the Miro, generates in its first interaction, low levels of collaboration, difficulty to integration with the purpose of working with the tool and causes loss of productivity and focus over the team with intentional stoppages to get help

The Problems (Hypothesis)

Integration difficulty: If you aren't part of the solution you are part of the problem. Users like Nil can understand when trying to collaborate without proper preparation, end up disturbing the rest of the team more than helping, and for that reason they avoid collaboration right in their first experience with the Miro.

Interruptions and low focus: Users like Nil who are not yet prepared to use the tool, but who want or feel pressured to collaborate, inevitably end up asking for help during the course of the activity.

The User Experience Onboarding for new invited

  1. Nil receive an email or a link to access Miro

2. Nil needs to make signup to continue (remember, is a new user)

3 . Miro initialize the Onboarding process asking Nil about his team and if he has any experience using Miro

4. Now, Nil is into the Miro watching the work in progress as background and a small widget offering a 3 min video with a large call to action “Let's learn Miro”. At this moment, Nil needs to decide if accept the invite to learn about Miro or go to work that is running on fire in background by your teammates that waiting for him 🔥

5. Nil has accepted to learn about Miro, and a new widget with a mini tutorial is displayed. It’s a collection of 4 slides. Nil keeps moving on. The first slide talks about how to navigate.

6. The second slide talks how to comment and make mentions

7. The third slide suggest that Nil explore more tools and show where this tools are on the screen

8. Finally, the fourth slide says to Nil that job is done! 🙌

9. Oops! After finish the mini tutorial and click on finish button, Nil receive another widget. Have one more tip here! Nil accept to watch the video.

10. The video presented talks about the platform in a broad way, touching on subjects such as creating boards, templates, sharing and managing boards. At the end, the place where Nil can get more help (self-service) is presented.

11. Now, Nil decides that it time to work with his teammates.

Let’s analyze what happened

  1. Nil received an invitation to collaborate on a job: this invitation did not encourage Nil to prepare in advance to work with Miro
  2. Miro tries to understand if Nil had worked with Miro before: it’s a great question. Sometimes it could be answered with a simple query in the database, because if Nil is a new user, it may be that he has never worked with the tool before. Still, it may have been done with another email in another job.
  3. Knowing that Nil has no previous experience, Miro delivers the work screen with a widget where Nil can learn the basics: This is the worst moment of the onboard. Nil accesses the application, his avatar appears to all users who believe that Nil is already available and start interacting. At this moment, Nil is the victim of a strong stress caused by a decision he must make: does he prepare to work or does he accept to go ahead without being ready because he sees his colleagues working in the background?
  4. The content offer by Miro in its mini tutorial not teach Nil with a practice mode: should Nil train on the board where his colleagues are already producing real work content?

What could be done? (just ideas)

Engage Nil to train a little before going to work: Could the invitation email have an alert for Nil recommending that he warm up before going to a business meeting using Miro?

Engage Nil a little more before he enters a meeting without proper preparation: When Nil logs in, can he receive a screen with a personal recommendation that reinforces the importance of performing the warm up?

Provide a stress-free environment where Nil can train basic activities: A new instance of the application with a clean board where Nil can be guided to carry out the main tasks required for a good collaboration. Something around 5 activities only.

Manage people’s expectations about Nil’s participation: Could Nil’s avatar gain a Warm Up status while he is cheating, just so that the people waiting for him can understand this and better manage their time and work?

And you, what do you tell me about it?

Feel free to say what you think of Miro’s current onboarding for new invited, talk about my research, criticize or praise the ideas presented. And of course, if you also think this is a real problem and have ideas on how to solve it, share them!

Thanks!

Como Product Designer, ajudo empresas na conversão de problemas complexos em experiências digitais simples e agradáveis através do design e metodologias ágeis.