Megaphone by Spotify | Automated Onboarding
Taking creator sign up time from 12+ days, to 2 minutes
Leading content design on a team that designed an automated sign up and onboarding process for podcast creators.
The project
Design was tasked with upgrading the existing, manual onboarding process and turn it into a self-serve, 3-step flow that gets users up and running in just a few minutes.
Background
The existing onboarding experience required involvement from both Spotify Sales and Customer Service teams. The process was conducted entirely over email and had a significant drop-off rate. End-to-end it took anywhere from 2-14 business days for creators to gain access to the Megaphone platform.
Audience
Megaphone is an B2B podcast publishing platforms. Our users are podcasters who have made their craft their livelihoods. This means we’re usually designing for big media networks, like ESPN or Vox.
Taking inventory
My design partner and I began with a thorough audit of the existing onboarding flow. We uncovered several pain points and opportunities for improvement, along with a few questions for our stakeholders.
After reviewing our findings with our product manager and lead engineer, we refined the scope of the project to address 3 goals:
Eliminate manual lift from our internal teams via standardized contracts for our lowest tier clients
Design a sign up flow that occurs entirely in-platform to increase completion rates
Update the UI and tone to reflect changes in the brand identity
Ideating
Once we narrowed in on our objectives for this release, we began wireframing. Throughout this process, I worked in-step with the Sr. Product Designer to lead content strategy. This was critical to both consolidating content from the existing onboarding process into 3 simple steps, as well as adopting the new voice and tone that had been introduced in a previous project. In total, we went through 2 iterations with cross-functional reviews before we were ready for hand-off.
Hand-off
When it comes to hand-off, I like to provide content-specific documentation. In this brief, I can take the time to explain the purpose of certain elements, note changes in voice or tone, and document key interactions.
I’ve also found that doing so helps strengthen my relationship with engineering, as they’re able to easily import content from the hand-off file into the code base.
Results
After a successful hand-off, our designs were developed and released. We’ve seen a spike in customer engagement following this release and have received positive feedback from internal teams who’s workloads were reduced. Following this win, we’ve continued iterating to address other opportunities highlighted during our initial audit.
