Watson Assistant

Onboarding new and existing users to get to continuous productive use

It takes on average, 2-3 months for our users to go live with their Assistant. Past that point, they are unlikely to ever go live. Onboarding plays a huge role on our user’s future experience with retention, usage, and trajectory of building their assistant.

As the lead designer for the products mission to drive growth within Watson Assistant, my goal is improving the discoverability and consumability for users so that they can launch their assistant in reduced time with greater ease of use.

 
 

Define a simpler and faster way for Tanya to go live with Watson Assistsant.

From our data comparing Live and Non-Live assistants, we found that Live assistants returned a greater rate in triggering key milestone events:

  • Live assistants created 5x times more actions

  • Live assistants clicked the preview button 5x more times

  • Live assistants conducted 5x more complex try it outs

  • Live assistants conducted 4x more simple try it outs

  • Live assistants added 4x more steps

  • Live assistants defined 3x more step conditions

  • Live assistants loaded 2.5x more integrations

  • Live assistants published 2x more versions

Getting users to identify how to build their assistant

New users struggle with transitioning between key milestones to go live. Through our task list, we’re able to guide users with the first steps of each milestone to get started.

 

The success of our task list in production

New users that engaged with our homepage task list compared to those that did not engage:

  • Were 5x more likely to create 5 actions in the first 2 weeks post-assistant creation

  • Were 6x more likely to log their first preview API call within 30 days

Similarly, new users who engaged with our dashboard task list...

  • Were 3x more likely to hit 9x complex try it outs

  • Were 6x more likely to log a Preview API call

  • Were 4x more likely to publish their first version

  • and were 3x more likely to log a Live Web Chat API call in the first month post-assistant creation

Giving additional assistance to users that may need more handholding

New users struggle with the complexities of what to do within key milestones. Through tours, we are able to provide them with the right amount of guidance to get started.

 

The success of our tours in production

New users that engaged with our tours compared to those that didn’t:

  • Were 2x more likely to take the next step in the user journey

  • Were 2x more likely to create 5 actions and click on the preview share button in the first 2 weeks post-assistant creation

  • Were on average, 67% more likely to hit 9x complex try it outs in the first 2 weeks

  • Were 25x more likely to log their first preview API call within 30 days