Challenger Project Streamlining User Onboarding
Keeping the user on track while working trough a complicated multi-step onboarding process.
Simplifying Complex Processes
ChallengerProject.gg focused on improving user experience by:
- Streamlining the complicated onboarding process
- Updating the system within existing limitations
- Boosting task completion rates
The main challenge was to simplify complexity without compromising functionality. By addressing these key areas, we aimed to make the platform more user-friendly and efficient.
Note: I was not the designer responsible for the visual foundations of this project.
The starting point
Initial userflow for joining the challenge (simplified)
The initial user journey to join a challenge was complex:
- Create a Challenger Project account
- Connect Riot Account
- Navigate back to the challenge page
- Restart the joining flow
- Wait for system to verify eligibility
- For premium challenges, add payment method
This multi-step process was time-consuming and potentially confusing for users. It involved several platform switches and waiting periods, creating friction in the user experience. Sadly the steps were also necessary due to back-end limitations.
Identifying Bottlenecks
Methodology
User analytics
User analytics played a crucial role in diagnosing problems and identifying bottlenecks and drop-off points in the user journey. By analyzing user behavior, we gained valuable insights that guided improvements to enhance overall experience.
Task completion rates and time on task
Task completion rate along with time on task were the most impactful key performance indicators (KPIs) used during the redesign process. It helped us monitor how the changes influenced user behaviour and effectiveness, allowing for ongoing improvements.
Direct user feedback
Essential for identifying the challenges users faced. We collected this feedback through community channels and direct interviews, providing valuable insights for our redesign efforts.
Key Findings
Unclear user expectations
The lengthy joining process was compounded by the lack of communication about just how long it would take, leading to frustration and confusion
Users getting stuck mid‑process
Many users encountered difficulties mid-process, often forgetting what they were doing or getting lost. This confusion led to a significant number of users abandoning the process altogether.
Difficulty connecting accounts
A technical issue beyond our control made it challenging for users to connect their accounts. To address this, we provided an option for users to easily return to this step if they encountered any problems.
Guiding the user
To improve our onboarding process, we drew inspiration from video games. Recognizing that our users were primarily gamers, we considered familiar gaming mental models (tutorials, missions, quests) to create a more intuitive and engaging onboarding experience.
Solution selection process
I led the solution-finding process through these steps:
- Conducted research
- Facilitated a team brainstorming workshop
- Compiled potential solutions
- Created an Impact/Effort Matrix
- Based on the matrix, decided on a checklist design
This approach allowed us to systematically evaluate options and choose the most effective solution for our resources.
Checklist based design
We chose a checklist-based design pattern for three key reasons:
- It effectively guides users through the process
- It sets clear expectations from the start
- It fitted nicely with the technological constraints
This solution addressed our main goals of improving user guidance and clarifying the onboarding journey.
The new userflow
Redesigned user flow for the onboarding process
In the redesigned onboarding process, we made a conscious effort to shift complexity from the user to the system. By doing so, we reduced the cognitive load on users and made the process more intuitive. Additionally, we implemented guides to direct users to specific tasks, such as connecting their game account, ensuring a seamless and efficient experience.
"Checklists are powerful tools, proven to increase the accuracy of behavior and to reduce error, particularly slips and memory lapses. They are especially important in situations with multiple, complex requirements, and even more so where there are interruptions. "
- Don Norman in ‘The Design of Everyday Things’
Keeping the user on track
Another important component of the redesign was to get rid of breaking points in the user flow. To get rid of backtracking to the challenge page after the user created an account or connected a game account.
Improved Efficiency
Positive outcomes
Task completion boost
Task completion rates increased by 150% in the month following deployment of the new design. This substantial improvement demonstrates the effectiveness of the checklist-based approach.
Prepared service for large-scale events like Red Bull Phase Rush
The redesigned onboarding component played a crucial role in the smooth execution of large asynchronous competition events, such as Red Bull Phase Rush. This success showcases the scalability and robustness of the new system.
Lessons learned
Another key focus of the redesign was eliminating breaking points in the user journey. We removed the need for users to backtrack to the challenge page after creating an account or connecting a game account. This streamlined approach keeps users moving forward in their task, reducing friction and potential drop-off points.
"The registration-free system uncovered during the ideation stage was later implemented in CHLL.GG where this insight led to significant improvements in user experience."
- On the future applications of research insights
I learned to balance ideal solutions with technological restrictions and time constraints, finding effective compromises.
Building further on the insight with unhappy path redirection
Research revealed a common pain point in the user journey: when a game account fails to meet the required level and playtime criteria, users are blocked from joining a challenge. Instead of leaving them at a dead end, we saw an opportunity to redirect them to alternative challenges that they are eligible for. By doing so, we can turn a frustrating experience into a positive one, keeping users engaged and motivated.