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Sales Navigator Mobile Learning

In-product learning ecosystem that customizes the learning experience based on the user's level of engagement.

DETAILS

USER EXPERIENCE

METER1
METER2
METER3
METER4

PROBLEM

• The Sales Navigator Learning Center is not mobile friendly
• The learning resources are not optimized for mobile
• No current learning entry-points in the mobile app
• Low adoption in the mobile app
• New mobile features released on a regular basis

WHAT'S HAS BEEN DONE BEFORE?

• Modal screen "What’s new" showcasing new features
• Tip sheets in the SN Learning Center

CHALLENGES

• Optimizing the different learning experiences for mobile
• Knowing when to warm up and cool off the learning experiences
• Not to overwhelm the user with too much content

DISCOVERY

The team interviewed and collected data from different teams that work on the Sales Navigator product. We reviewed the different onboarding methodologies being used by Customer Success Managers and data from the insights and operations teams. We concluded that customers who reach a healthy status within 60 days have a higher probability of success and of retaining weekly active users.

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LEARNING ECOSYSTEM

We came up with intermittent modular learning at different stages in the first 60 days, not only  providing educational resources for new users but also reinforcing ongoing learning to increase engagement.

There are four methods that can be used to push learning to users:

 

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LEARNING ECOSYSTEM + FEATURES

There are three types of features that will require coaching at different stages.
• Essential features • New/Revamped Features • Update Features 
Each feature was mapped in the learning ecosystem to make sure there is education at each respective stage.

ESSENTIAL FEATURE

Core feature that requires the user to enable the app to sync with the native iOS calendar and requires the user to allow system push notifications.
Value: Get full functionality from the new briefings feature and stay up-to-date with notifications.

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NEW/REVAMPED FEATURE

Important new/revamped feature that doesn’t require user enablement.
Value: Get user up and running with the new features, and therefore increase engagement and functionality.

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UPDATE FEATURE

Small bug fix and/or feature reinforcement.
Value: Re-inforces improvements in the app.

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USER FLOWS

Based on the three type of features and the learning ecosystem, we mapped all the different combinations and their respective user flows:

STEPERS / METERS / EMPTY STATE CARDS

Explorations for different onboarding paradigms for the first-time user to enable all the iOS required actions for the app to work at its fullest.

MVP SOLUTION

Leveraging our internal web application platform, our team moved all of our PDF tipsheets into HTML tipsheets. For the mobile app, using some of the logic from the learning ecosystem, we implemented entry-points in different areas so that the user can launch an instructional UIWebView with our HTML educational resource.

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