THE PROBLEM
Released in August 2022, Sanctum introduced an innovative mixed reality feature within TRIPP's ecosystem, offering users the opportunity to customize their virtual environment with interactive gifts earned through completing TRIPP experiences. However, within the first few months of release, there was a surge of inbound customer support tickets, primarily revolving around navigating Sanctum's player controls. The lack of NUX contributed to the decreasing engagement during the initial rollout.
My primary objective was to design and implement a comprehensive onboarding tutorial that could cater to diverse user demographics and proficiency levels.
GOALS
01 USER TESTING
I started the process by collating customer feedback about Sanctum and outlining their pain points and potential solutions. I also reviewed user testing videos conducted with our internal team prior to the feature launch, and identified the key challenges they encountered with interactions.
02 COMPARATIVE ANALYSIS
I continued the research phase by analyzing other interactive tutorials from popular VR games such as Echo VR, Beatsaber, and Fujii. While testing ten different tutorial flows, I examined the NUX to identify common pain points as well as effective methodologies that reduced friction and time spent in the onboarding process.
03 AFFINITY MAPPING
From the collection of insights I gathered during the research phase, I consolidated the key components necessary to build a successful tutorial experience.
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04 DEFINING THE FLOW
With the key principles in mind, I proceeded to draft the new user journey, being mindful to reduce cognitive load and streamline the user's path to completion. It was important to consider usability heuristics like showing the user's progress (visibility of system status) and allowing the user to skip at every step (user control/freedom), as well as providing helpful hints to support the user when they are in an idle state.
05 PROTOTYPING
I used Shapes XR to create a low fidelity prototype of the tutorial flow, which provided a valuable reference for the developers and team to walkthrough prior to starting implementation.
+
47
%
INCREASE IN
SANCTUM SESSIONS
22
+
%
INCREASE IN SANCTUM
RUNS PER SESSION
+
24
%
INCREASE IN ENGAGEMENT WITH SANCTUM
