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Akada Registry and Inspection

Improving onboarding for Agencies and institutions.

Akada caters for everything from registration of institutions, to applying for facility inspection and also seek to link institutions with their students by providing necessary information across all board.

Their unique value proposition offers all educational stakeholders i.e government bodies, agencies, institutions, and students, a platform to collaborate effortlessly.

Akada Registry

Akada Registry just the name suggests is about registration but tailored towards education institutions or how we ( the team members), love to call it, learning institutions.

Registration of any kind, either with a private body or governmental body is a total disaster due to lack of adequate information, compiled stress, and many more factors. This discourage alot of people to even start this vigorous process at all.

For the educational sector, especially in Nigeria, which is one of the first countries that akada Registry looks to launch, this problem is much worse.

Akada Inspection

After applying to register a facility, there is always need for the policy makers or government bodies to inspect this facilities, do regular check-up, just to see if what was submitted is what is actually working.

Government bodies rarely keeps such records here in Africa and even when kept, it is not easily accessible by the government bodies or agencies and their clients and this is exactly what Akada Inspection hopes to solve.e of the first countries that akada Registry looks to launch, this problem is much worse.

Problems

Akada was a newly launched product finding a product-market fit.

Most required additional handholding to set up the profiles and account program in their brick-and-mortar stores.

Like a leaky bucket, over 80% of new stakeholders and businesses churned before their 30-day free trial ended.

The Challenge

Akada needed to become a fully automated, self-serve platform for everyone to support the company's growth strategy and business goals.

Business goals

Primary goal: Increase conversion rate by converting trialists to paying customers

  1. Create a more intuitive and delightful design
  2. The new platform should convert leads to register
  3. The new platform should reduce bounce rates.

Secondary goal: Increase conversion rate by converting trialists to paying customers

  1. Quicker form completion
  2. Less user frustrations/ confusion.
  3. A more intuitive way of finding relevant information
  4. Improve delivery speed
  5. Shorter forms
  6. Lesser time spent on completing tasks.

Evaluative research insights

Even though, I was able to have a clear understanding of what needs to be done, it was crucial to look into what have done in the security industry by looking into secondary research. What have been researched and why it works and why it does not.

Core need

Akada requires a simple registration and onboarding process to increase customer retention. The quicker they could set it up their accounts, the beter thee company's growth strategy and business goals.

Insight 1

Onboarding reduced user anxiety

Inspired by a checklist, onboarding steps definitely helped guide new users to what they should be doing next and reduce the anxiety that comes with a new product.

Insight 2

Too many buttons confused users and causes cognitive overload

Showing CTA’s for all steps not only increased cognitive load, but confused users. 
Users also ended up clicking on the circular checkboxes which weren't clickable but only communicated progress.

Insight 3

Personalized, friendly copy made people happy

Friendly welcome greetings and showing an indication of progress helped drive user behaviour.

Insight 4

Images helped merchants understand context

New merchants were unfamiliar and still understanding context. Images greatly helped them picture the ecosystem better.

An incoming plot twist…

Although we streamlined the registration (KYC) process to 4 simple steps which performed well in usability tests, a large segment of accounts are bouncing off the landing page and some are not completing the registration setup.
Hidden in plain sight in many of our merchant conversations — the two most important things that users care about are “Am I registering?” or “am I inspecting?”.

Solution 1

Introduced registration steps and process steps

By introducing the number of steps it will take a user to complete our registration process and showing them a journey process bar, we were able to reduce anxiety and reduce the website bounce rate, which influenced the retention rate for Akada.

64% increase in onboarding completion.

12% increase in registration completion

Over 63% reduction in bounce rate

Solution 2

Introduced ability to save as draft

We noticed that most users leave the process and get frustrated when they come back because their process was not saved. By allowing them to save a draft, helps to reduce the bounce rate and increase completion as fast as possible.

12% increase in registration completion

Over 63% reduction in bounce rate

Designs

Impact

Improving the Akada registry and inspection’s onboarding has had a positive impact new customer experience

64% higher onboarding completion.

156% increase in active merchants

6.7% uplift in paying subscribers

For confidentiality reasons, I have omitted the actual values for these metrics.

Project takeaways

Improving the Akada registry and inspection’s onboarding has had a positive impact new customer experience

Earlier collaboration with support

In hindsight, I could’ve collaborated sooner with the customer support to launch the automated way of helping users to navigate and get their accounts set up as fast as possible.

Progress over perfection

Being a self-critical designer, I tend to aim for perfection (or close to it). While it’s important in some cases, it doesn’t help when launching zero-to-one products, especially in an agile environment. I created a priority vs. urgency framework for myself which helped me and the team think about releases in an iterative manner

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