Sam Hutch
Product designer

Thicket

Help communities identify and solve complex social problems - such as recycling water in the fracking industry, evaluating healthcare solution effectiveness, and exploring the impact of local community services

Problem

The existing community onboarding process required a lot of involvement from Thicket employees.

Goal

Reduce the amount of time Thicket employees spent onboarding users, collecting data, and analyzing results by enabling clients to perform these tasks independently.

Goal Details & Metrics

↔ Scalability

Goal

Usable for large groups (a minimum goal of 50-100+)

Hypothesis

The more inclusive data that can be collected, the more holistic & accurate map of the problems and potential solutions are.

KPI

Number of workshop participants at a single time

Starting point

The original process only allowed a maximum of 10-15 people can participate at a time

↩︎ Flexibility

Goal

Onboard participants at different points and allow for error correction

Hypothesis

Making the onboarding process more flexible will allow more data to be collected and mistakes to be corrected more easily.

KPI

Number of projects able to be constructed during the templated onboarding process

Starting point

The original onboarding was a single one size fits all process with high complexity and no room for error

⟳ Time

Goal

Workshop can be performed live, allowing for live analysis as well

Hypothesis

Live onboarding and data collection keeps people engaged with the tool and helps solve problems faster.

KPI

Amount of time it takes to set up a new project

Starting point

Originally took anywhere from 2-3 weeks or more to set up a project before we could even start collecting data

Process

Thicket

User Testing & Analysis

  • Collected observational and survey based user feedback from our previous platform iteration, a basic web tool designed for internal use

  • Organized findings into a presentation to align the team on the new direction and gain more focus as to what the problems were

  • Concluded that we needed to redesign the tool to be simpler and more accessible in the following ways...

Thicket

Sitemapping

Deconstructed past projects and other relevant websites then reconstructed them for our specific needs.

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Userflows

Simplified the user flows to be as minimal as possible, 4-5 steps maximum.

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User Types & Needs

Defined what data to collect, determined through past experiences and expected future needs based on client conversations

Outcome

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Impact

✔ Reduced onboarding time from 2-3 weeks to 15 minutes

✔ Maximum data population size increased 10x from the previous manual process, from 10-15 people at a time to 100+

✔ The new process enabled Thicket to onboard clients including GoogleCYITechTank, Sourcewater, and the University of Toronto.

Thicket

DESIGN CREDITS
Product & UX/UI Design: Sam Hutch (me!), Jacob Hernandez

Made by Thicket Labs, now Thicket Agency