Plex Redesign
Timeline
Aug.2022- Oct. 2022
Roles
Product Designer
Responsibility
End to end UI/UX design
Background
This project was done as part of my Kleiner Perkins design challenge where we were prompted to redesign the product or webpage of one of their portfolio companies.
Plex TV offers users free access to thousands of on-demand titles and live TV across any device. Plex Pass subscribers gain additional features, including music streaming and setting up a personal media server.
Plex TV offers users free access to thousands of on-demand titles and live TV across any device. Plex Pass subscribers gain additional features, including music streaming and setting up a personal media server.
Problem
The current onboarding isn’t reflecting the high-quality content of the app.
A great onboarding experience can lead to conversion rates above 90%, leading to higher engagement and profitability amongst users, but Plex may currently be losing out on some of that potential.
Goal
Increase user excitement and understanding of product value.
Plex’s freemium model could benefit greatly from a positive onboarding experience in which users can grasp a good understanding of Plex’s features and become excited about using them.
Outcome
Before
After
Research
Journey Map
Flip through my user journey slide for my thoughts & feelings throughout the experience or skip straight to the user journey map for insights.
I divided the onboarding process into 5 different phases.
1. Offer 2. Account Creation 3. Service Selection 4. App Icon Change 5. Home
I divided the onboarding process into 5 different phases.
1. Offer 2. Account Creation 3. Service Selection 4. App Icon Change 5. Home
I mapped out my pain points based on my thoughts during the onboarding process and transformed them into opportunities for improvement.
Findins
There are missed opportunities for a better experience by fixing minor inconsistencies in style and being more transparent with information.
There are missed opportunities for a better experience by fixing minor inconsistencies in style and being more transparent with information.
SUMMARY OF OPPORTUNITIES
01 | Create distinctive button and information hierarchy
02 | Display more information on app offerings
03 | Introduce the Plex Pass plan and its features
04 | Improve overall impression by fixing inconsistencies in text/style
MVP
The new onboarding journey is optimized for an increased conversion rate.
1. Informative process → user develops a good understanding of product and can make an informed decision later on
2. Intuitive and consistent UI → professional image builds brand and service trust
3. Reduced information clutter → users can focus on what really matters
4. A positive ending → users have a friendlier impression of the brand image
2. Intuitive and consistent UI → professional image builds brand and service trust
3. Reduced information clutter → users can focus on what really matters
4. A positive ending → users have a friendlier impression of the brand image
Service Selection-An easier way to select services
1. Selected services are pinned on top
2. Grid layout for easier scanning
3. Reduced information clutter
4. Search function for better navigation
1. Selected services are pinned on top
2. Grid layout for easier scanning
3. Reduced information clutter
4. Search function for better navigation
TESTING (A/B) - 3 USERS
1. Preference for Type B
2. Type A is a little cramped; Type B leaves more
3. space for informationWhere is the next button?
TypeA
Pros
-Doesn’t obstruct the done button
-“See benefits” induces curiosity
Cons
-Limited information can be displayed
-Can’t upgrade plan directly
TypeB
Pros
-Direct upgrade with button
Cons
-Done button compromised (can be put elsewhere)
1. Preference for Type B
2. Type A is a little cramped; Type B leaves more
3. space for informationWhere is the next button?
TypeA
Pros
-Doesn’t obstruct the done button
-“See benefits” induces curiosity
Cons
-Limited information can be displayed
-Can’t upgrade plan directly
TypeB
Pros
-Direct upgrade with button
Cons
-Done button compromised (can be put elsewhere)
Takeaway
Record the original onboarding’s first impressions of 5+ new users other than myself.
My view holds a lot of bias (especially as a designer) and I’d be sure to gain more insight with more perspectives.
Test the final prototype with more users and make adjustments for improvement
Can help challenge the assumptions I made in my design
Importance of Prioritization and Alignment:
The experience underlined the critical role of prioritization and team alignment on common goals to efficiently address challenges and foster a unified approach towards impactful product development.
