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CitizenShipper, an online shipping services marketplace, was having a hard time educating users in-app, and having them go between support tabs and the product itself both on mobile and desktop was becoming inefficient.
As with any product, platform, or service; your success is determined by how efficient your users in using your product.
And it’s difficult to achieve this if your product is not a one-stop experience, and users have to commute between support centers, knowledge base articles, and the platform itself.
Here’s how they fixed this problem, and achieved success and growth with UserGuiding:
As we’ve mentioned, the success of a product comes from how well its users use it.
▶ This means that your new users should be activated as early as possible in the user journey, meaning that they should learn how to achieve value and be assisted in achieving that value as many times as possible early.
▶ And, your existing users should stay active as long as possible, meaning that they will keep achieving value with your product for a long time and retain.
The biggest challenge in achieving this loop of value, you can even call it a bump in your UX, is the point that they need to go off your product to learn how they can achieve value.
As a product owner, you need to develop a way to onboard, activate, and educate your users without asking them to leave the app, preferably something that holds their hand through their journey.
But even if all your training material is off your product, for example, Youtube videos that act as tutorials or support documents that are your user manuals, you need a way to gather all your resources in your product so users can access it easily.
So CitizenShipper needed both: an interactive way to onboard and engage users and an in-product element that they could showcase their additional resources. As Cagri from CitizenShipper puts it:
Whether it is developing a new feature, attending to a bug, stabilizing the product, or adding new functions; a developer is certainly always busy.
Even if they aren’t, they should be.
Creating interactive elements on top of your product is a task that will require at least a few weeks of a developer if you choose to go in-house.
The problem here is that you might not have that time or just the patience. If you’re seeing a direct improvement to your UX that might improve your metrics tomorrow, why wait to be added to a sprint a few weeks later?
Thanks to the no-code approach, we can today create products, additional UX elements, and basically do anything to some extent without any coding. And that’s what CitizenShipper needed at this moment.
After going through a few solutions, they’ve decided to go with UserGuiding.
With UserGuiding being a true no-code product, they were able to create user onboarding experiences for different segments and resource centers to gather all their resources in one place.
Let’s see how they turned their product into a one-stop experience for all their users with examples from CitizenShipper’s platform:
CitizenShipper was able to create a one-stop experience for their users, by accomplishing 3 simple tasks (especially simple if you’re doing it with UserGuiding):
(keep in mind that you can also include your interactive guides and even checklists created with UserGuiding in the resource center)
So CitizenShipper transformed its platform into a one-stop experience, for drivers and shippers; and they’ve experienced the benefits of this transformation very soon:
CitizenShipper has been using UserGuiding for a few months now:
With UserGuiding’s in-app elements and Resource Centers, CitizenShipper achieved a total of 25% increase in their activation rates:
An increase in the activation rate, especially during the onboarding phase of a user, is going to significantly contribute to conversion rates and early-retention rates.
CitizenShipper is planning to roll out the Resource Centers for their mobile users as well, so users on every platform can benefit from being a one-stop experience.
UserGuiding, as a no-code user onboarding platform, gives you the power to eliminate the need for developers in creating interactive content that boosts user engagement and conversions.
In a matter of minutes, UserGuiding lets you can create:
Don’t believe me?
As a two-sided marketplace, having a stellar onboarding experience is our lifeblood: the customers get cold feet and leave your platform even when they experience the slightest difficulty with using the platform.”