23andMe is a genetics company that helps customers find more about their ancestry and health conditions through DNA in their spit.
My goal was to revamp the onboarding process on web. I collaborated heavily with the UX Research Intern. Two Senior Product Designers, a Regulatory Scientist, and a Legal Expert were main stakeholders in this project who provided feedback for iterations.
UX Research Intern
After working with the research intern in a qualitative study about onboarding, we found there was an overwhelming majority of users were frustrated about the length of the consent forms.
How can we make consents concise, yet engaging?
Video Consents are short videos that condenses the information from the documents. For users, it can help increase understanding and retention of difficult concepts for visual and auditory learners.
Having different options of learning and condensing information
Design overviews beforehand to set expectations on what they have to consent
Must have access to both full document and new concept
Must have the legal verbiage and choice to consent easily
To alleviate the frustration that users had, I started drafting some designs summarizing consents. This way users have expectations of how long the entire process is and how many consents they will sign.
Each large section would have a dedicated video if the user needs further explanation
Cons: Have to create a lot of content, engineering difficulties for responsive design, load time for page would be long
Left side would stay sticky so the video can be played while looking at document
Cons: not clear of whether I watch the video or read document, a lot of things going on visually
Setting expectations by being upfront with what consents they will need to sign and how long it takes to complete each one.
An engaging experience to watch and learn more about the infamous spitting process.
Easy access to the full document to cross reference or engage with. Having it as a pop-module puts emphasis on the video and the document as support.
Once the video ends, users can choose whether they consent or not consent. The right panel has a preview of the upcoming videos and which ones they consented to.
As I am designing, I constantly tried to loop in all stakeholder regularly on my progress. This way the business and design goals that I set for this project could be achieved. When I presented my final concepts to them, they were super excited and wanted to see it built!
Consent forms were the biggest user pain point in the onboarding process, but it was not the only one. Constantly taking a step back at the entire flow and seeing how if this solution works perfectly in the new onboarding I designed. I learned that being honed into a specific flow is great, but seeing the bigger picture and how one change has a ripple effect to other parts of whole experience is important.
During my time there, I helped set up user testing for this concept, however my contract ended before I could see the results. I would have loved to see what iterations I could make on this concept. Overall, I am extremely grateful to have worked with 23andMe Design and being in innovative environment sparked endless creativity for this project.