Skillz — Case Study
1. Can we keep our user’s trust?
Users feel a sense of ease going through the steps. They were comfortable with the manual upload option for node information which felt more trustworthy for them.
We spoke to users who had already had some hand-holding previously. As a result, they exhibited some reserve about the steps needed. Despite this, once the flow was complete, they felt confident and exhibited trust—especially when they get to see the Dashboard.
Consider foreshadowing for new users by previewing the Dashboard ahead of the start of the onboarding journey. This gives them a horizon to look to, and will encourage them through the flow easier.
Explaining how Skillz keeps manually uploaded node information (or a CSV) secure will also aid trust.
Moving payment to later in the flow will also aid trust.
2. Can we make the user onboarding autonomous?
Users needed very little hand-holding along the onboarding flow, but there are a few optimisations to make, detailed in this report.
3. Can we clarify steps needed to onboard?
The progress indicators help a user understand what to expect. Consider making this even more prominent (as well as improving prominence of the need for card details and node information at the start of the onboarding).
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