Create a family library
Role
UX Writer
Time frame
5 weeks
Context
Personal project
Tools
Figma, Slides
Background
Google Play is an Android app store. Family library is a feature within Google Play that allows users to share content with other people.
I analyzed this user journey for a UX writing class. I did a user journey analysis, some user research, deep dives into support cases, redesigns, and rewrites.
User goals
- Share content with people / families
- Be able to know what purchases their kids make
- Be able to buy content for their family members
Business goals
- Help users share with their families
- Make it easier for users to control / restrict their kids purchases / content
- Build relationships with people
- Sell more content
Before: Onboarding flow is way too long
The entire sign up flow takes over 13 screens.
Deep dive into problems
Problem 1
Problem 2
Problem 3
Problem 4
Problem 5
Problem 6
Problem 7
Problem 8
The process takes over 13 screens, but nothing to tell the user how long it’ll be.
Approach to the problem
Understand our users
- Parents
- People who want to share with family
- People who want to share with roommates / friends / partners
Analyzed existing user journey and identified gaps in user experience
User journey map
Used existing research, some data I pulled and an old analysis I did to create this user journey map.
Proposed user journey with improvements in flow and content
Identify the information needed in the onboarding flow
Create a sitemap to help with the design
Used the happy paths to create a sitemap and help with the design.
Goal
Make the flow more intuitive, easier to follow.
Shorten and improve onboarding
Reduce friction and drop-offs
Improved entry point 1
Invite users to share from the item itself
Users may want to share specific items to specific people. Take advantage of this entry point where a user would see an item they think a family member would like and would immediately be able to share.
Improved entry point 2
Make it easier for users to share their library
If a user wants to share their entire library, the first thing they might want to do is go to Menu > Library. Add an entry point here with some microcopy to help users understand the connection to “Family” and the ability to share. Bonus, it’s a really good place for users to find their shared family library too.
Improved menu options within Settings
Clarify menu titles
Provide more instructive and helpful menu titles to allow users to easily find their way within settings.
Create a consistent experience
If one menu item has an explanation, others should also have it too. That way, users always know that they are going in the right direction.
Improved onboarding
Screen 1: Explain the concept as simply as possible to reduce friction and avoid intimidating the user
Share the main point in the header
I added the main point in the header, accentuated by the $0 cost - which is a huge benefit. If nothing at all, this header is what the user should take away from this entire page.
Use keywords to help connect and explain concepts
I added “shared” to family library to give the concept that the “family library” can be shared with other people. This can be helpful, especially if a user comes from a “Share” button within the item’s details page.
Explain the benefits in order of your onboarding
Users need to know why they should proceed. I explain here the top benefits for a family library. This should also outline what the user can expect in the next couple screens.
Simplify onboarding
Unlike the original onboarding, I didn’t separate the concept of “family group” and “family library” so users aren’t overwhelmed by multiple concepts. Instead, I tell them that when they create their family library, their family group is also created.
Match the header and CTA
I updated the CTA to match the header so the user knows what to expect when they click it.
Give users an idea of how long onboarding may take
If we can give users an idea of how long a multi-step flow can take, it’ll be a lot easier for them to digest.
Screen 2: Remove distractions from the flow so users can accomplish their goal faster
Help users feel like they are accomplishing their goal
Instead of waiting till screen 9 to have users accomplish their goal, I moved this screen closer in the onboarding process so users know exactly what they are doing.
Use the header to direct users
The header acts as the instructional text for users. If this is all they read, they would know what to do.
Provide an explanation of foreseen user issues
A potential issue is if a user doesn’t see an item that they own. I added this in the description to help reduce confusion.
Allow users to choose what to add to their family library
Some items might not be something users would want to add to their library. If we allow them to pick and choose, they’d be able to complete their family library right there (so they don’t have to go back later to add stuff to their library).
Provide additional help
I added a “Learn more” link to certain concepts that may take longer to explain. That way, users can choose to read more if they want to better understand their situation.
Screen 3: Combine screens that can be combined to shorten the flow
Merge screens that have redundant information and action
Instead of having 2 different screens for the same information, merge the screens to shorten the onboarding flow.
Provide additional context when needed
I added the “up to 5 people” as a description again so users would know up to how many they can add - even though this was already mentioned in the beginning.
Give users a choice for tricky tasks
Some tasks might not be as easy to do. In this case, the user might not know yet who they want to add to their family, so I gave them another way out to help prevent drop offs within the flow.
Use the header to direct users
The header acts as the instructional text for users. If this is all they read, they would know what to do.
Screen 4: Give the user a reason to provide their information
Make the user feel like they have a choice
I chose a header that didn’t sound like an instruction so users would know that they have an option to set it up if they wanted to.
Provide the benefits
Users need to know why they should add a payment method and what happens when they do. I added some benefits and provided what would happen when they select a family payment method to give them some peace of mind.
Provide additional help
If they wanted to learn more about payment methods, I added a link to a helpful page.
Give users a choice for tricky tasks
Because payment methods can be tricky, I added a way out. The important part was to help the user share with their family.
Error messages
Problem: Error message appears too late in the flow
- The user can actually get through the first 2 screens before seeing the flow.
- The user clicks Close, but it just brings them back to onboarding and into a loop.
- The error message doesn’t really tell them what they can do instead.
Avoid trapping the user in a loop and give them options
Give the user options of what they can do
Instead of just telling them the problem, I gave them 2 options of things they can do next - joining a family group instead, or checking when they can create a family group.
Provide additional help
If they wanted to learn more about their situation, I added a link to a helpful page.
Don’t lead users back to onboarding
To avoid bringing the users into a loop, lead them out of the onboarding flow.
Recommend preventing users from getting to the flow in the first place
If they really can’t get through the flow anymore, we should prevent them from entering onboarding. We should either move the error message to the first screen OR gray out the option to create a library (with a link to why they can’t create one).
