Best Buy Settings Onboarding
Preparing customers for a seamless omni-channel experience
Overview
The Best Buy retail app, like many mobile apps, leveraged device system preferences to provide an optimized and seamless experience. I focused on enhancing the onboarding process for first-time app customer, ensuring they understood the benefits of enabling these features, which would enhance both their mobile and in-store experiences. To achieve this, I conducted a competitive analysis to identify best practices and collaborated with our content team to craft clear and effective language.
My role
Associate UX Designer
Customer problem
When customers first opened the app after downloading, they were presented with a series of pop-up requests for permissions, including location, notifications, and Bluetooth access. While the location permission request provided clear context, the others lacked clarity on how the app would utilize these settings. This lack of transparency led customers to uncertainty, causing many to deny these permissions, which resulted in suboptimal app performance and limited features later on.
Ideation
The onboarding flow followed a familiar pattern across mobile apps, making it easier for customers to navigate as they knew what to expect. However, what set effective onboarding apart was its ability to convey a concise and compelling story that helped customers optimize their app experience without feeling overwhelmed. Here are some explorations of illustrations to support the content.
Usability Testing
To validate our approach to visuals and interaction in the onboarding flow, I collaborated with the research team to conduct a usability study. Our goal was to determine whether participants understood the purpose of each system permission request and whether the flow hindered their first time app experience. The study yielded the following key takeaways:
Participants were unfazed and glossed over content
System permission requests were a familiar sight for participants during their first app open experience.
Participants easily understood the permissions being requested, but the text had little impact on their decision to enable or disable them.
Participants appreciated the option to skip the onboarding flow if they were short on time or preferred to explore the app immediately.
Final designs
Personal learnings
Maintaining scope and focus
This project was part of a broader initiative to revamp the app's onboarding experience. As I worked on various components, such as permissions and account setup, I realized how each element intersected to create a cohesive experience. Through this, I learned to maintain a focused approach avoid scope creep.
Managing change
When rumors emerged of new app store guidelines, I proactively adapted my designs to accommodate the new permission requirement. This experience showcased my adaptability and effective solution development to prepare the business for a future requirement without additional overhead cost. *Additional flow not shown here but would be happy to chat about.