How might we enable users to discover new features and services that add value to their work and to learn to incorporate them with ease?

This project consisted of user research, synthesis and final conceptualization of discovery and learning patterns which were then implemented consistently (through a Design System) within multiple products and services throughout European, North American and South African products.

Sage GmbH

Role: Qualitative and Quantitative Research, User Journey Analysis, Concept, User Testing, Stakeholder Workshops

Research Lead and co-ordinator for Germany, Project Lead for In-Product Messaging (1 of 4 components developed): Details and Documentation of the Behaviour of Components, Master Design File contribution to the Sage Design System

Problem Analysis

Initial Problem: Low adoption and engagement of integrated cloud services from clients using desktop products
Looking at this problem as a symptom of a potentially deeper underlying problem, following a human-centered design approach, we undertook user research to get and understanding of the point of view of our users, and through that, tackle fundamental problems.

Method: Review the user journey, qualitative user research in the form of interviews and user tests, quantitative research in the form of surveys, competition analysis.

Surveys in 6 countries, with 1400+ participants, gave us an insight into how customers felt about current news and updates, ease and accessibility of the same, what content they found interesting, and how they could imagine being informed in the future.

In interviews and user tests, we got a more personal detailed look at the daily work of the user and the obstacles the current design of the products. It also gave us valuable insights in to the user journey and the problems that lay at various interfaces.

Redefining the Problem

Based on 1400+ survey participants and 20 user interviews across 6 countries and various Sage products, the key takeaways for existing users were: a lack of awareness of existing features and not enough understanding of the value proposition of newly added features.
This led to a lot of missed updates, unawareness of new and improved workflows. For new users it was a too-complicated and lengthy onboarding process included the process of testing out a trial version via the website. The learning curve for new users was too steep, which in todays digital landscape led to low new adoptors.

Designing a Solution

Once we identified the points we could focus to improve, we involved internal stakeholders and experts in the process of co-creation. Stakeholders from Product Management, Marketing, Sales and Development were invited to gain an understanding of the research insights and participate in the solution design via workshops further described on this page.

From thereon, they were regularly involved in the process of co-creation and a new way of working was formed with greater participation from Product Management in the design process.

The emerging concept focuses on addressing various touchpoints in the user journey to create a holistic seamless experience.

At the end of this research, synthesis and ideation process, the concept comprised of various components:

1a. Before Launch - Prompt to update (where applicable)
1b. At launch - Carousel
2. Omnipresent What's New Badge
3. First time use/ Onboarding to cloud services
4. Discovery Sidebar
5. Tooltips

This concept was further iterated on as a part of another project and workstream upto implementation.

Next: Incorporation into a Design System

The conceptual work from this project was taken forward as specialized collaborative sub-projects that were iterated on further, eventually to be incorporated into every global Sage product, as a part of the Sage Design System.

The In-Product Discovery system (the results from this research project) in the Sage Design System consists of patterns and components that are based on research, testing and best practices which aim to increase awareness, teach, onboard, and stay updated.

You can view the components and patterns I continued to work on on this page.