A kinda grim time onboarding my mum
Perhaps just read this if you're feeling resilient. I'm not having a dig at anyone, but I'm reporting because it was a sorta ad-hoc user test.
Yesterday evening I helped my mum get into Loomio. She rang because she'd been unable to get into our family group. It was quite frustrating for both of us. I'll try and tell the story:
* I'd sent her an invite a while ago. She'd received it and clicked on it, but
* Dad uses Loomio on the same computer, so when she clicked the invite I think Loomio has noticed Dad was already logged in and a member, and just showed her the group (but remained logged in as Dad)
* When I looked in the admin panel, she was a user, but wasn't a member of any groups. Perhaps she had earlier signed up with Google (I can check on when the omniauth record was created when Metabase is back on)
When we were on the phone together last night
she couldn't find where to log out of Dad's account (may be more obvious with sidebar)
* I got her to try a password reset; because she did have an account. The email took about 5 minutes to arrive
* Before the latter email arrived we had an exciting time trying to get to Gmail's spam folder. I also sent her a new personal invite to the group, that also took maybe 5 minutes
* Before **that email arrived, I sent her from my email, a shareable link — voila!
Things that made my job as a tech-savvy wrangler really difficult:
- email slowness
- invites depending on email (there's no more solely in-app add to group functionality — unlike w/subgroups)
- the experience of two not-very-tech-savvy people both using Loomio on one computer (they are able to manage e.g. two gmail accounts)
@matthewbartlett , as painful as it is, I reckon this is total gold for understanding where to focus.
I'd love to see our next sprint being about doubling down on removing pain points and getting our onboarding flow way smoother. Does that fit with other peoples' thinking?
I'd be super happy to pitch in on user testing and anything else that'd be helpful!
Actually re reading this I can't imagine too many things that are easily fixable.
The link to share fixes most of the email slowness issues.
The already logged in thing is rather challenging to improve -> 99% of the time that behaviour is good for the user.
I agree with you Ben, about making it easier to get onboard (that was in the product story!), but this particular user test does not seem like a good one to focus on to me.
@robertguthrie any thoughts on the 'invites depending on email' thing? I know it wasn't ideal to let coordinators add people to groups without their say-so, but the current scenario has down-sides too.
Well, it's rather complex eh?
The invite by email thing has been done both ways now. We've had some pretty angry people contact us about the last way we did it.
One option might be to develop a screen where you accept an invitation in app. So you get an email to say you've been invited, but you also get an inapp notification asking to confirm you want to join.
This might help for the already logged in case, giving you an option to sign out and login as another user before accepting the invitaiton
hrrrm..