Behind The Experience

In this new segment, Ramli and Lyla take a look into ClickUp's mobile onboarding experience - a project management and productivity tool offering various features and integrations to organize tasks and workflows. They also share their overall impressions and suggestions for UX improvements along the way.

Quotes from this episode

""When you have a lot of products in your suite, there's a lot of adoption that you need to do."

Show Notes

[0:00] Intro

[1:33] Analyzing the Mobile and Web Onboarding Process of ClickUp

[5:24] How Can ClickUp Enhance the Welcome Page Graphics to Better Convey its Value Proposition?

[8:00] Balancing Hype Levels and Clarity in Messaging for a Superior Onboarding Experience

[10:43] Lyla and Ramli Evaluate ClickUp's Sign-Up and Email Verification Process

[13:51] The Importance of Demonstrating Value before Asking for Commitment

[20:16] Ensuring the Use of Realistic "Dummy Data" instead of Misleading "Demo Data"

[26:50] Lyla and Ramli's Ratings and Recommendations for ClickUp's Onboarding Process

ClickUp is a cloud-based collaboration and project management tool suitable for businesses of all sizes and industries. Features include communication and collaboration tools, task assignments and statuses, alerts and a task toolbar.

In this episode, Cailin Litke, the Product Manager of Appcues, talks about the importance of leveraging user intent to gain a better understanding of the user's needs and preferences. Cailin then looks into the Appcues welcome modal to create a more targeted and personalized experience for the user, leading to a better UX and higher conversion rates.

Quotes from this episode

"I think building is such a core aspect of what we do."

"There has been a lot of alignment around how to reach out to people, what our objectives are, and how we can try to improve these things."

Show notes

[1:38] What does success look like for new Appcues users?

[3:05] What kind of metrics have they been tracking recently?

[4:29] Feeling and understanding the value of Appcues, not just its features.

[6:01] How does Appcues define onboarding?

[10:05] Understanding mobile-only companies versus web-only companies.

[15:32] The welcome modal (call-to-action) feature has contributed to their completion rate.

[17:45] How can the app cater to different learning styles?

[21:05] On leveraging user intent.

[23:57] The importance of aligning with the marketing team.

About Cailin Litke

Cailin Litke is a Product Manager at Appcues, responsible for developing and improving the company's products and services to enhance the user experience. She collaborates with marketing and sales teams to devise strategies for promoting Appcues and fueling company growth. With a background in product management and customer success, Cailin leverages her expertise to drive Appcues' success.

In this episode, Chris talks about how they designed Privy to be a powerful, all-in-one solution for e-commerce businesses looking to increase their sales and customer engagement. He looks into their app experience, user experience, and user interface. And share what it is like working with other sales teams to develop a solid experiment. By the end of this interview, Chris shared that a new pin feature would be available to their site soon.

Quotes from this episode

"Marketing needs to be something they can learn and feel very accomplished with."

"With Privy, we want to be an all-in-one marketing solution for small, medium, and large businesses.

Show Notes

[0:00] Intro

[2:16] What does success look like for new users in Privy?

[5:54] Chris explains how they collect their data at Privy.

[8:30] Pop-ups are a big help to your business.

[11:15] Explaining Privy’s user interface and their process of establishing

[19:44] Intentional friction can help users accomplish their goals.

[20:52] Testing at scale is one of the biggest lessons that Chris realized after his design experiment.

[22:29] How could they find success and work with people outside his team?

[25:09] What’s the next design experiment for Privy?

[27:29] What’s the difference between a custom segment and a smart segment?

About Chris Ladouceur

Chris always makes sure to work towards having everything I create evoke emotion, action, and investment, creating a product that benefits both the company and the consumer. His key areas of impact come from my background in UX and UI design and my product management experience in both SaaS and consumer products. For Chris, the best part of the product is that you always have to continue learning. There is always a new trend, insight, tool, or approach to help you constantly grow personally and professionally.

Join hosts Lyla and Ramli as they revisit some of their favorite episodes of 2022 and take a trip down memory lane. They'll be cherry-picking the most memorable guests and highlighting the key takeaways that they've learned throughout the year.

Don't miss this chance to relive the best podcasting moments of 2022!

Quotes from this episode

"The biggest takeaway I have for that particular episode is, you know, it's the name of his company; delivering value. When we're thinking about activation moments, think about when the user gets value and use that to define your activation moment as opposed to when you as a company get value."

"What I like about that episode is that it teaches us the importance of creating an experience segmented for each business goal."

Show Notes

[0:00] Intro

[1:23] Remembering 2022 Milestones and Opening a New Chapter of Growth in 2023

[2:52] The Best of 2022: Episode Favorites Recap

[3:34] Hotjar's Tracking Code Installation Screen ft. Alessio Laiso

[5:55] Wistia's Segmented Onboarding ft. Andrew Capland

[8:13] Thinkific's JTBD-focused Checklist ft. Kris Chichak

[11:53] Trainual's Video Tutorial Through a Hotspot ft. Taylor Sell

[14:38] AWeber's Checklist That Adapts to People's Goals ft. Daniel Hanawalt

[18:00] PandaDoc's Templates and Sample Documents ft. Eugenia Brown

[20:25] Future Podcast Guest Appearances

In today's episode, we interviewed June.so's CEO and Co-founder Enzo Avigo. June.so is a powerful opinionated analytics tool that allows you to automatically turn your data into learnings and provides actions you can take now. It helps activate more users, improves the onboarding process, and keeps users on track and updated all the time.

Quotes from this episode

“Increasing the friction can lead you to better business outputs.”

“Sometimes when you work on an activation flow it can have a business impact.”

Show Notes

[4:16] What is their standard for being fully set up?

[6:33] Enzo explains the UI for June.so and how they brought impeccable experience to new users

[9:11] Since many users who are first-timers in using June are not technical; they integrated the “set up” bar to help them for better navigation

[10:10] Enzo gives us a walk-through of June’s sign-up low iterations

[11:33] How do they target a self-serving website instead of an integration store

[17:17] Enzo shares some of the learnings that he realized during the making of June

About Enzo Avigo

Enzo is a self-professed product and data nerd. Over the last decade, he worked in product management in FinTech, Marketplace, and B2B SaaS.

He realized that most tech companies need to learn how their product is used, so he's changing the product analytics world by Co-Founding his company June.so.

She’s here today to dive deeply into how MURAL creates the best-in-class digital customer experience for its new users. Lauren also tapped into how MURAL seeks meaningful collaborative sessions where people can create content—bringing up how their team works together to strive and deliver a seamless user experience effortlessly.

Quotes from this episode

“Mural is all about that collaboration that involves multiple people and them coming together to have that moment of collaboration.”

“In onboarding, we're trying to teach you both how to use this piece of software, but we're also educating you on use cases.”

Show Notes

[1:33] What does success look like for new users at MURAL?

[3:33] MURAL is all about that Collaboration that involves multiple people and them coming together to have that moment of Collaboration

[5:40] What are some of the metrics they look at to ensure that things are working well in their onboarding process?

[6:29] The methodology of breaking individual metrics into more extensive metrics

[7:47] Collaboration happens at a team level rather than an individual level

[9:20] How do they work with other teams to deliver a seamless experience for new users?

[11:30] The core of the product is often an essential part of getting activation

[16:24] A walkthrough of MURAL’s interactive UI

[18:17] MURAL allows different options for people to learn in the way that they like to learn

About Lauren Schuman

Lauren has 15+ years of a track record in delivering results to grow businesses of all sizes. She always believes that "what" you deliver is just as important as the "how." She works tirelessly at becoming a daring leader who leads with vulnerability, empathy, and alignment with a set of values.

Today's guests are here to give you a quick rundown on how to become a better marketer with the help of SparkToro. SparkToro is an audience research tool that shows the websites your customers visit, their social media accounts, hashtags they use, and more. In this episode, Co-Founder Casey Henry and VP of Marketing Amanda Natividad will give us a full rundown on how they define user success by providing quality over quantity in their product metrics.

Quotes from this episode

“Stories are what capture our attention first.”

"It’s a logical next step to show people the true power. We’re playing the fine line of trying to have a free product forever where somebody can come in and gain value from a free product that provides sample data. However, a premium product for full data is still available."

Show Notes

[1:26] Success for new users in SparksToro depends on the users themselves. Some use it for marketing, some for digital PR, and others for outreach.

[8:24] Amanda and Casey navigate through SparkToro’s UI and explain the before and after of their website

[12:48] The importance of choosing quality over quantity in their product metrics

[13:05] Why do they think stories are so powerful?

[15:30] A product tour of SparkToro and how they were able to come up with one

[21:16] Amanda, the story behind why they added free queries on SparksToro

[28:10] The people who use SparkToro are clickers

[29:44] As a SaaS tool, sales calls are more appropriate for high-touch services

[32:00] The quality of the results depends on the quality of the search

[34:04] What’s next for SparksToro in terms of sales, marketing, and design?

About Amanda Natividad

Amanda is the VP of Marketing at SparkToro, an audience research startup. She's also a contributor for Adweek, a Le Cordon Bleu-trained chef, and a former journalist. Previously, she led Growth Machine marketing for Liftopia, built Fitbit's B2B content program, and led content and communications for NatureBox.

About Casey Henry

Over the last decade, Casey has been focusing on the engineering and marketing needs of small family-run businesses, profitable startups, and large corporations. He believes marketing without effective or efficient engineering is like a car without wheels.

Dan helps AWeber in the design aspect, as he leads his team to create simple user interfaces and workflows to accomplish the complexities of email marketing automation tasks. In this episode, he gives us a rundown of their product and design strategy while enumerating some of the metrics they follow to track their performance.

Quotes from this episode

"We see that there's quite a big hump over there sending that first email and after that, it seems to be much easier. We have success for our customers tied to that metric."

"We all work together. We evolve and develop a design system for all users across the app. So we work very closely together but still focus on these individual areas."

Show Notes

[1:39] What does success look like for new users at AWeber?

[4:35] What kind of metrics are they looking at?

[7:08] What role does Dan play from a team perspective?

[9:41] Dan explains their holistic approach toward developing new features

[12:54] The key to putting their systems in place is having close communication between departments

[13:28] Dan gives us a walk through AWeber's UI

[17:10] It’s important to keep the audience fresh by constantly communicating with them

[22:13] Don't get disappointed about the rates of your checklist completion, especially when you're just starting, because you have a lot to learn

[22:43] “You are often not the target that you are trying to reach”

[25:29] What tweaks and experiments are they looking forward to trying out next?

About Daniel Hanawalt

Dan has had quite an experience working with high-performing companies in the field of Email Marketing Automation, Life Sciences, and Master Data Management. His career is focused on UX leadership and strategy as he implements some of his background in various design principles, which includes UI and UX design for web, mobile apps, video, and print. Today, he's been spearheading AWeber in achieving its business objectives.

In this episode, Cai helps us navigate OpenPhone's UI system and explains how they define new user success. He also walks us through OpenPhone's functionality, its unique features, and how their app centers around collaborating with your teams.

Quotes from this episode

"When it comes to onboarding, once you're in the product, onboarding doesn't end there. It shouldn't end there. So educating our users on the core aspects of the product is very important."

"It made me realize sometimes a bit of friction's okay. If anything, it weeds out the bad actors. If someone has high intent, they're going to put in a little bit more effort to get the results.”

Show Notes

[1:37] What does success look like for new users at OpenPhone?

[3:43] Success for users is dependent on their goal

[5:13] Cai distinguishes users who use their phone to nurture relationships and those who only use it for personal reasons

[7:07] Cai and Ramli navigate the UI of OpenPhone.

[9:04] OpenPhone categorizes what types of users are coming in to use their products and what types of features

[14:50] Educating their users on the exact features of the product is something that they look out for.

[16:04] The balance between tech and handholding

[19:07] What's next for OpenPhone in terms of onboarding and other features?

[20:58] Adding more functionality and features around collaboration is their top priority for their next project.

About Cai Cardenas

Cai Cardenas is a product designer currently living in Sydney, Australia. He spent the past fifteen years cultivating his skills at agencies, startups, and while freelancing across London, Brisbane, and Sydney, creating engaging digital product experiences through beautifully simple interfaces.

In this episode, we’re joined by Jane Portman, the CEO and Co-Founder of Userlist. An email marketing and customer engagement platform built with B2B SaaS features in mind. Jane shares her favorite UX examples and integrations that made Userlist ten times more potent in onboarding, engagement, nurturing customers, and marketing leads.

Quotes from this episode

"When we were designing our onboarding flow, we wanted to create a commitment experience. For us, that's leading the user to entering their credit card details.”

"We don't have a hard time on manual sales, so collecting information during the signup is a powerful thing because it helps users self-diagnose what they're going to do with the tool."

"As a UX person, I'm a big proponent of empty states versus violent things that get in front of you. We want to encourage the organic app experience."

Show Notes

[1:30] How did they come to define onboarding at Userlist?

[2:11] What made them decide to broaden their category rather than niching down?

[6:54] What are other ways to get people into that commitment mindset?

[13:14] Going over Userlist’s website interface and the journey of how they come up with their design flow

[21:38] Jane explains how they wanted their design to be more on the organic app experience side

[24:56] Not all integrations are seen as equal

[26:39] Jane explains the performance of their API integration

[27:48] What are some exciting things that UserList is looking forward to achieving?

About Jane Portman

Jane Portman is a UI/UX consultant specializing in web application design and the founder of UI Breakfast and Userlist. At Userlist, Jane aims to provide flawless UX and help users improve their customer messaging. Jane has also been running UI Breakfast Podcast since 2014.