House of Kaizen

Onsite Onboarding Experience Research

Project Objective

I will develop a new subscriber onboarding experience through HoK’s (House of Kaizen) discovery and ideation process.

Given the extensive nature of my research, I will provide my related study in an open web document for easier reading.

PROJECT TYPE
Solo Researcher

ROLE
UX Researcher

Duration
1 month

Research Study

Given the extensive nature (40+ pages) of my research, please take a moment to read through my attached research document below!

CONTEXT

Why Onboarding?

Subscription, loyalty, and membership growth encounter unique challenges that demand solutions centered around recurring customers. In this context, managing expectations and delivering exceptional experiences become critical areas of competition. Therefore, onboarding serves as the first opportunity to engage with new subscribers, helping establish habits that encourage long-term retention.

To effectively grow and retain our subscriber base for revenue growth, we need to better understand our subscribers’ needs and exceed their expectations. To accomplish this, we must:

  • Unified company goals are best met when aligned with subscriber goals

  • Unified company goals are best met when aligned with subscriber goals

  • Retention & expansion will grow revenue if the subscriber experience matches the premium promise

  • Unified company goals are best met when aligned with subscriber goals

  • Retention & expansion will grow revenue if the subscriber experience matches the premium promise

  • With an aligned focus and renewed view of subscriber needs, evolve tools & test strategies for future growth

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