An in-product onboarding and contextual learning experience for a leading 3d modeling tool
Role:
UX Design
Services:
prototyping, design system patterns & components
Context
Fusion 360 is at the core of Autodesk’s cloud offerings and critical to the success of the company. The goal of this enhancement was to increase Fusion product adoption and retention by improving the Help & Learn customer experience. The Fusion new subscriber experience was one of the first in a framework of design patterns for in-product onboarding and contextual learning in which subscribers get help delivered incrementally and at key moments of learning need throughout their journey from first-use to eventual mastery.
I hope they put more work into this because it's really good if you're a beginner!
Goals
Optimize the online experience for customers accessing Fusion Help and Learning content outside of the product canvas:
Instill confidence in new customers that they can learn Fusion quickly, increasing product adoption
Ensure that the Learning experience feels connected and cohesive across the web and the product
Help customers quickly scan and understand the help and learning options available to them
Balance the goal of a scalable solution with the unique brand and experience needs of Fusion 360
Process
Discovery Phase
User interviews with existing Fusion 360 users, which generated several themes:
Personalization options would be welcome. In this project, we focused on content tailored to onboarding users who were switching from primary competitors.
Customers would like to share feedback on what content is missing, and what content they need on an ongoing basis via multiple “voice of customer” channels.
Rather than being prompted to search, customers preferred to type in what they want to do (e.g. I want to model a gearbox). In general, they wanted to see a more ‘Siri’-type approach to contextual search in the future.
Competitive analysis of learning panels and web-based tutorials for a variety of design tools
Remote card sorting to determine the best grouping for existing learning content
Design and Development
UX Design: Designed a modular, scalable framework for a learning panel based on atomic design principles.
Content Strategy: Simplified and optimized existing learning content to ensure clarity for new learners and experienced users alike.
Testing and Iteration
User Testing: Conducted usability testing and workshops with target users to gather feedback and refine the learning panel interface and functionality.
Results
The number of monthly active users continued to grow steadily as learning panel (and other product) features continued to be rolled out. * add numbers and analytics dashboard screenshot here - this was something like a 77% increase in MAUs over the following school year *
Features continued to garner positive customer feedback as they were rolled out. Community members created YouTube videos pointing out useful features of the learning panel.
