Problem
The OverOps 14-day free trial experience was in desperate need of an update. The instructions oversimplified a complicated install process that greatly differed between iOS, Windows, and Linux users. The majority who attempted to install OverOps on their Java or .Net applications failed to do so.
Solution
With a highly collaborative effort between the members of the Engineering team, we overhauled the technology and installation options for the trial. The UI was redesigned to match the look and feel of the OverOps brand.
Timeframe
June 2021 - August 2021 (3 months)
Role
UX and UI Design
Teams
UX, Engineering, Executive Board, Customer Support
Tools
Figma
New Trial Install Screen - Environment Selection
New Trial Install Screen - Attaching OverOps
Problem Statement
Potential OverOps customers are not able to discover the value of OverOps due to the complicated 14-day free trial installation. Because of the misleading instructions - users are guided to a 20-minute instructional video. This situation has led to frustrations from both the user and the Customer Support team, who has had to walk users through the installation process. This is a problem as it sways away potential customers as well as costs our team time away from their original duties.
Research & Discovery
I first attempted to go through the current trial installation on my Mac, and I failed. I needed permissions that I did not have, and the Manager of Engineering had to assist me in running commands, that were not outlined in the install process, in my machine's terminal to get it to work. In addition, the UI was confusing. The list of installation issues goes on. It was easy to see how users failed.
I quickly realized there were technical questions that I could not answer. Therefore, a large part of the research was done by the Engineering team. They helped answer questions like: How could we get iOS users to install OverOps and attach an agent to their application without super admin permissions? What if users didn't want to install OverOps onto their machines? How do we offer an option to install with a Docker container? The answers to these questions guided me through different design iterations.
Challenges
One of the main challenges that plagued this project was understanding how potential trial users wanted to download the OverOps container and attach the agent to their application. The assumption was made that some users may not want to download the trial directly to their machine, so it was decided to add the option of using a Docker container instead. In addition, it was understood that the user may not have their own application to attach an agent to, so the option to download a simple Java application was essential.
The Demo Screen
The demo screen provided a walk-through of one of the main features of OverOps, the ARC (Automated Root Cause) screen, and was one of the ways that users could find their way to the free 14-day trial. The ARC screen is where users can find exactly where in their code an error occurred and is one of the key features of OverOps. The issue with this screen is that not enough users were clicking the link that took you to the free trial installation. Can you find it? It took me a while.
The suggestion I made to this screen was the most obvious one; to change the color of the button from blue to green. I also made a change to the link icon in the top right hand corner, turning it into a way for users to refresh the page walkthrough.
Impact
In the first three weeks that the changes made to the demo screen and new trial installation went live, the number of page viewers who went from the demo to the trial download wizard bounced from 9% to 18%. This project was a top priority when I joined the team at OverOps, and it was the first step in the plan to streamline the way that we show users the value of OverOps.
