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Product Thinking
UX Strategy
MappingSpace | September 2024
Overview
Problem
Research
Insight
Design Process
Solution
Impact
Overview
About
MappingSpace is an B2B DevOps tool for managing complex workflows, but users often felt lost due to a dense interface, leading to low feature adoption. I designed an interactive, gamified Onboarding Hub that offers step-by-step guidance, progress tracking, and instant rewards, transforming the steep learning curve into a more engaging experience.
Impact
35%
Increase in onboarding completion rate
25%
Reduction in customer support tickets
12%
Increase in time spent on website
My Role
Product Designer
Ownership
UX design
Feature Scoping
Accessibility Design
A/B Testing
Design System
Duration
3 months (2024)
Cross-functional Team
1 UX researcher
1 Product Manager
3 Software Developers
Problem
Research
To understand why the existing onboarding failed, I conducted 8 user interviews and 3 heuristic evaluations. I found that users can learned the content, yet couldn’t apply it in context—revealing a critical gap in the current onboarding flow.
User Manuals
Informative but too long and detached.
YouTube Tutorials
Clear but not integrated into users’ workflows.
Email Announcement
Timely but easily ignored and not interactive.
Key insight
Existing onboarding are scattered and out of context. Users need contextual, step-by-step guidance instead of long, disconnected tutorials.
Embed Learning in Workflow
Integrate learning materials directly into users’ workspace to eliminate searching effort and guide them through a clear roadmap.
Teach in Context, Reveal Progressively
Deliver learning step by step based on users’ goals and experience level — avoiding overload while keeping guidance relevant.
Motivate Through Micro-Achievements
Encourage engagement by connecting task completion with instant feedback and small rewards that reinforce learning.
Comparing Layouts Through A/B Testing
We conducted an A/B test (n=40). Users in the toggle group completed tasks 25% faster, confirming it as the most efficient layout.
Design 1
Grid Layout
Too Long or Overwhelming
Hard to locate the right tutorial.
Design 3
Accordion
Provides detailed explanations
Cluttered when expanded
Final Design
The new Onboarding Hub redefines how MappingSpace supports new users. By turning onboarding into a contextual, rewarding, and continuous journey, it transforms initial confusion into confident engagement.
01. Make onboarding faster
Streamline the onboarding journey
02.Make learning actionable
Step-by-step guided flows replace passive tutorials
Before
Long, Text-Heavy Documentation
A long and text-heavy user manual that makes onboarding slow and tiring.
After
Clear, in-context guidance
Each instruction focuses on a single action, helping users move forward without confusion or guesswork.
03 We make it motivating
Motivate learning through small wins. Progress tracker and reward system to make learning feel lighter and more game-like, significantly boosting engagement.
*Result
*Impact
Aligning user needs with business outcomes
“Having tutorials and manuals in one place changed everything. Our onboarding time dropped instantly because teammates always know exactly what to do next.”
Customer Success Lead
Customer Success Lead
“The new step-by-step guidance finally made our team confident using advanced features. It feels like having a patient coach built right into the product.”
B2B Tool User
Research Lead, DataNest