Demo Mode for MyJet

To navigate through the application with a demo aircraft

MY ROLE: USABILITY TESTING, DESIGN RESEARCH, USER EXPERIENCE, USER INTERFACE
THE TEAM: DESIGNER, PRODUCT OWNER, BACK-END DEVS, FRONT-END DEVS, QA
DATE: 2019

01. Introduction

MyJet is a mobile and web application which aims at offering Business/Private Aircraft Owners, Pilots and Operators a simple, yet powerful flight services solution, via smartphone, tablet or PC, for operating worldwide.

02. The Problem

After MyJet was released, data showed that only 30% of users who downloaded the application and completed the signup process were onboarding their aircraft and using our product.

03. Assumption

In order to be able to use MyJet, the users (Pilots) need to onboard their own aircraft after sign up. In order to do so, pilots need to provide a lot of technical information, such as weight and balance data, home base location, maintenance documentation and much more.

This can be a long and tedious process and we assumed that this was the reason why our clients were not using the application. We assumed that the user needed a simpler onboarding process.

04. Qualitative Analytics

In order to validate our assumption, we decided to use the screen recording and the conversion funnels functionalities provided by Appsee (app analytics tool). This would have also shown when, during the aircraft onboarding process, users were dropping off.
The data confirmed that our clients were abandoning the app during the onboarding process but we still didn’t know exactly why.

We organised user interviews to gain insights into this issue.
We were surprised to learn that users didn’t have a problem with having to go through a long aircraft onboarding process:
it was a setup process they had to go through only once and they understood it was needed. The problem was the unknown: users could not preview the product’s features without first going through a lengthy onboarding process.
Users wanted to be able to see how the product works and discover its features before having to provide their aircraft’s data.

05. Brainstorming Solutions

Together with the product team, we conducted a few brainstorming sessions to come up with possible solutions. We chose to go for a cost-effective solution and introduce a “Demo Mode” feature: after signing up, the users would have been able to explore the application with a dummy aircraft until they were ready to onboard their own airplane.

As a user who just joined MyJet,
I want to navigate through the app with a demo aircraft,
so that I can explore the product and its functionalities
without having to create real records with my real aircraft.

06. User Flow

The next step was to create the user flow to help define how the users would interact with the new feature.
I wanted to give them the freedom to be able to switch between Demo Mode and Aircraft Onboarding as many times as needed until the Aircraft Onboarding was completed.

07. Usability Testing

I designed the screens needed for the new feature by using the MyJet design system and I created an InVision prototype that we used to do a round of interviews and usability testing, so we could gather feedback from our users.

MyJet Demo Mode Wireframes

08. Iteration

Our users liked the new feature and I utilised their feedback to enhance it. After a final validation from our clients, we released Demo Mode.

09. Conclusion

By working with an iterative process and by letting our users be part of the ideation phase, we were able to come up with a cost-effective new feature that solved our problem.
After the release of our Demo Mode, the number of users completing the aircraft onboarding process raised to 75%, more than double compared to what was happening before.

We didn’t go with our first assumption, instead, we listened to our clients’ feedback and our product got better because of it.