New User Onboarding and Coaching

Problem:

Current Nu Skin brand affiliates (sellers) have to put a lot of effort into onboarding new affiliates and getting them to earn their first $100 with Nu Skin. From customer data, we know if an affiliate doesn’t earn $100 before their 6-month mark, there is less than a 1% chance they will continue as a brand affiliate.

Our goal: 

Get new affiliates to $100 in sales without needing a lot of direction from others in the process.

Outcome:

We’ve seen an increase in offers created and products sold through it. More affiliates are making $100 in their first 6 months and are continuing to sell Nu Skin past that. With time, we will have a better idea of what the percentage is.

The project details.

Our persona:

Jane is a 32 year old stay-at-home mom who wants to make spending money of her own. She found Nu Skin on an Instagram influencer page and has been using the products for about a year. She signs up to be a seller (brand affiliate), but doesn’t know the person she signed up under. She is tech-savvy and likes to work on projects between other daily tasks.

Our solution:

Create an onboarding tool for new affiliates within our affiliate app, Stela, and coach them through the easiest ways to make money selling Nu Skin products.

My role:

Lead UX designer and researcher

My team:

A group of product owners and one other UX designer to do discovery. Myself and the other UX designer to work on designs and do research and validation. Development team to implement.

Discovery and ideation.

The proposed solution.

New affiliates don’t always want to ask their sponsor a lot of questions about how to get started, but they do want to make money selling Nu Skin. Our solution starts by asking the new user questions upon their first login to Stela to determine what will help them sell product. They may want to sell on social media, in person to friends and family, keep an actual inventory, or just sell on a website.

We prompt them through different actions in the app to get their first sale. Starting with our easiest selling method, creating and sharing a product offer to their friends and family via messaging app or social media.

What I learned from unmoderated Userzoom testing.

”It seems like it had all the required information and info needed to be able to create a post you could create a link on Instagram or Facebook messenger or Twitter or just personal messages to people about discounts and what not but it all seems very intuitive and very easy to set up.

What I learned from Guerrilla usability testing.

”Did I miss this the first time I opened the app?! This is so easy.

Nu Skin Brand AffiliateSelling with Nu Skin for 3 months

”This would be so helpful. I keep having to contact my upline to learn what I should do next.

Nu Skin Brand AffiliateSelling with Nu Skin for 2 weeks

Conclusions from testing and next steps.

Users overall liked it, they felt it was easy to use. The quiz could use additional work and wasn’t always clear. We should also evaluate each question and offer multiple selections on some of the questions like “How do you imagine yourself selling products?” We also found some users missed the prompts because they blended in to the homepage or didn’t find the congrats confetti very prominent. We decided to add more color and make them stand out more.

There is value in developing the full experience, but for the initial MVP, we decided to go forward with only the selling prompts, not the “get to know you” quiz. Next steps will be to continue to evaluate and test what questions we should ask in that quiz and how we can make additional improvements to the quiz results, potentially using AI.