Use content to optimize onboard in help
Users who are new to Google Play and Google Play's Help Center don't know where to start because there's so much content.
- To find how to use Google Play.
- To find their way around the help center.
- To help users find their way around the help center.
- To provide new users with a way to start with Google Play.
- To help users find and download other Play apps.
- To help users add their payment method.
We had a signal that allowed us to show content to users who are new to Play. We wanted to use this signal to personalize content and make the user’s onboarding experience a little easier.
We wanted users to:
- Download other Play apps that aren’t native on their phone.
- Set up a payment method, since it’ll make it easy for users to find and buy content in future.
We did a brainstorming session and pulled some data to help strategize for our next steps. We found that:
- There were too many links, users had a hard time figuring out where to click.
- There was too much information, a lot of it was repetitive.
- We didn’t actually give users a direction or steps to follow
- Added the “What you can do with Google Play” section first because this is an onboarding article and users would likely want to know what they are getting first.
- Show users why they’d need an app before they download the app.
- The first section follows this format: “What you can do. Download.”
- The link at the end of the sentence provides a way to download it if they wanted to.
- Added the “Set a payment method” next because this is the one action they can do to make their Play life easy.
- Added an intro to why they need to set a payment method because it seems odd that those instructions are there without proper context. What are they getting out of it if they add payment method?
- Added 2 sections for users to find help if they need it.
- Worked heavily with stakeholders to set up tracking links and Tools to set up the A/B test.