Timeline
2 months
Role
Lead Product Designer
Team
Matt Williams, Product Manager & CEO
Arai Yegros, Data Analyst
Floyd Johnson, Software Developer
Background
Where do I begin now?
For many first-time users of PhillyUnlimited, signing up was just the start. The real challenge began right after. Beta testing revealed that years away from technology left some feeling overwhelmed and at risk of missing essential services. To build trust, boost confidence, and guide them from day one, the team created an app tutorial that eased them into the platform through guided feature discovery and education.
UX Research
High level view of user needs
Testing revealed a simple truth. Signing up was easy but knowing where to go next was not. Many hesitated at the first step, unsure how to navigate, which features to use, or how to get help. These gaps became the blueprint for our tutorial.
78.5% struggled to move beyond the home screen
65.8% were unsure which features to explore first
72.3% were unsure how to use AI Chat
Key Takeaways
Listening before designing
Testing showed us more than usability gaps. It revealed a need for confidence. For many, this was their first step into using an app like this. By truly listening, we shaped an onboarding experience that feels welcoming, builds trust, and gives users the courage to explore on their own. That sense of clarity became the heart of every design choice we made.
Approach
Building confidence from the very first click
To improve overall user experience, we reimagined onboarding as a step by step journey. Users built confidence through a guided walkthrough, discovered value with an AI chat tour, and learned in context with tooltips, making their first experience effortless and rewarding.
1. Guided app walkthrough
During testing, we found that new users often overlooked key features. I designed a guided walkthrough using product screenshots, intuitive gestures, and concise prompts. This turned onboarding into a visual tour that built confidence and helps users make the most of the app.
2. Creating the Aha moment with AI chat tour
We designed a three step guided tour that shows users how to ask, refine, and act on AI Chat responses. Crafted to spark that instant aha moment, it uses consistent UI patterns, product screenshots, and clear prompts. This approach helps users quickly grasp its value and feel eager to dive in.
3. Motivating action with contextual tooltips
We extended onboarding beyond the initial tutorial by guiding users in real time with contextual tooltips. Each tip explains a feature’s purpose, shows how to use it, and motivates action, helping users feel confident and supported as they explore the app.
Feedback & Iteration
Voices that shaped the design
During testing, users responded very positively to the onboarding tutorial. Several mentioned they wanted the ability to revisit it if they skipped or forgot a step. Based on this feedback, I added “App Tutorial” to the Account screen for quick access, ensuring continued guidance even after onboarding.
This update not only improved ease of use but also became a feature users repeatedly returned to for support.
88% rated the tutorial as “very helpful”
80% navigated the app without help
40% re-engaged with the tutorial after initial onboarding
