Highfive video conferencing onboarding
While setting up the Highfive camera in conference rooms, many customers got stuck.
To improve onboarding, I worked closely with the Customer Support team and went onsite to conduct research. Customers included Warby Parker, Staples, Zenefits and Harry's. To kick off the design phase, I mapped out the ideal customer journey.
The Highfive mission is to make video conferencing simple and delightful, and that starts with a seamless experience.
Product Designer
Exploration & early concepts
I prototyped an interactive product walkthrough with pre-recorded videos that highlighted features in the interface, like starting a call, inviting people, screen sharing, etc. After testing this idea with users, I learned they did not like how it stopped them from exploring the app themselves.
The second concept encourages users to explore a checklist of features. I created wireframes before gathering feedback from the internal team, but it was not quite the right solution for many reasons. I continued exploring ideas for how to get customers into a call quickly so they can experience the magic of Highfive right off the bat.
Introducing: Seamless Highfive onboarding
I designed an easy setup experience that guides customers into a test call with a real person at Highfive HQ. The desktop app and the TV interface prompt the user to complete steps that lead to a call with a member of our Customer Success team. Playful illustrations and clear messaging make the process fun and engaging, reflecting Highfive's brand personality.
