Extend the existing tooltip system to educate and guide new paid leads

[anmurali]

Design Doc

Proposal

Extend the existing tooltip system to new paid leads to guide them toward key product areas and improve engagement during onboarding. (What's Next Post)

Background:
We have a set of onboarding tasks along with a setup specialist to help a new paid lead learn the product and set it up for their company. We have 1000s of paid leads being sent to New Dot per month. 20-30% of leads engage with onboarding tasks or setup specialists.

Problem:
Conversion depends on a paid lead’s engagement with onboarding tasks or their setup specialist. However, only 20-30% of leads engage with one or the other. When leads do not engage, they are left to explore the product independently. Given the complexity and depth of the product, this lack of structured guidance likely results in a higher drop-off rate among the 70-80% of leads who remain disengaged. Additionally, not all users share the same learning style, making it challenging to provide a universally effective onboarding experience.
This creates a significant opportunity to explore alternative approaches to guiding paid leads through the onboarding process, particularly for those who do not engage with existing methods.

Solution:
We already have a tooltip system in place for migrated users to learn the new product. We propose leveraging this system and extending it to new paid leads, guiding them toward key areas of the product that could benefit them. This would allow experimentation with different engagement styles to identify approaches that yield meaningful success over time.

Tasks

• Post Proposal (full Problem/Solution statement) in #expensify-open-source
• Wait at least one full business day, and until the post has a majority (2/3) of positive reactions (👍)
• Paste Proposal in the space above with a link to the Slack thread
• Email [email protected] and paste in the Proposal
• Fill out the High-level overview of the problem, Timeline, and Terminology sections of the Design Doc
• Email [email protected] (continue the same email chain as before) with the link to your Design Doc
• Host a pre-design meeting (example) in #expensify-open-source to discuss any necessary details in public before filling out the High-level of proposed solution section.
• Fill out the High-level of proposed solution section
• Email [email protected] again with links to the doc and pre-design conversation in Slack
• Add the DesignDocReview label to get the High-level of proposed solution section reviewed
• Respond to any questions or concerns and bring up blockers in Slack to get a consensus if necessary
• Confirm that the doc has the minimum necessary number of reviews before proceeding
• Host another pre-design meeting in #expensify-open-source to ask for engineering feedback on the technical solution.
• Fill out the Detailed implementation of the solution and related sections.
• Re-add the DesignDocReview label to this issue
• Respond to any questions or concerns and bring up blockers in Slack to get consensus if necessary
• Confirm that the doc has the minimum necessary number of reviews before proceeding
• Email [email protected] one last time to let them know the Design Doc is moving into the implementation phase
• Implement the changes
• Add regression tests so that QA can test your feature with every deploy (instructions)
• Send out a follow up email to [email protected] once everything has been implemented and do a Project Wrap-Up retrospective that provides:
  • Summary of what we accomplished with this project
  • What went well?
  • What could we have done better?
  • What did we learn?

[melvin-bot]

Current assignee @anmurali is eligible for the NewFeature assigner, not assigning anyone new.

[melvin-bot]

⚠️ It looks like this issue is labelled as a New Feature but not tied to any GitHub Project. Keep in mind that all new features should be tied to GitHub Projects in order to properly track external CAP software time ⚠️

[melvin-bot]

Triggered auto assignment to Design team member for new feature review - @shawnborton (NewFeature)

[anmurali]

@shawnborton have you had a chance to review the pre-design? As a next step I think we want to put mockups together and then perhaps make a video to show some user flows through some combination of those tooltips. What do you think?

[shawnborton]

I haven't reviewed it too thoroughly yet. Are you able to make a list of the exact flows/mockups you need me to create?

[anmurali]

@shawnborton see below:

Format: [shows where the user is] where the tooltip should be pointed: "copy on the tooltip"

1. [In Inbox page, on mobile only] On the GBR on #admins: "Get started with guided onboarding from your setup specialist, and take advantage of our a limited-time promo"
2. [In Inbox page, when the #admins chat is selected]: On the first unfinished onboarding task: "Start your guided onboarding by clicking into and completing each task. You can be up and running within the hour."
3. [In Inbox page] On Reports in bottom nav: "Find an organized list of all your expenses, including those submitted to you"
4. [In Inbox page] On Settings in bottom nav: "Explore workspace capabilities and setup your workspace"
5. [In settings page] On Workspaces in LHN: "Explore workspace capabilities and setup your workspace"
6. [In settings - workspaces page] On the first workspace: "Select the workspace to set up"
7. [In workspace profile page] On the workspace name at the very top of the LHN: "Explore and set up your workspace below, or (hyperlinked to send them back to #admins - the report comment for the first unfinished task)
8. [In Reports page] On Outstanding filter: "Filter all expenses to identify those that require your immediate action"
9. [In Inbox page, when the first new member is added] On the newly added member's workspace chat: "Chat with workspace members on their submitted expenses as needed"

Copy is preliminary, we can polish it later. After we make these mockups, can we put together a short video to show progression through tasks? And can we look at tasks with and without an X

[shawnborton]

First pass here:

Will work on desktop mocks now and then string together some protos.

cc @Expensify/design 4viz

[shawnborton]

Desktop mocks here. @anmurali let's sync in person on this? A walkthrough prototype makes sense as a next step but I am wondering if number 9 above should actually come after 6 instead of at the end?

[dubielzyk-expensify]

These look pretty nice to me. I'm not in love with the legibility of links in the tooltip and kinda think that they don't make sense as tapping the tooltip is gonna action what it's saying right? So is there now two tap targets on the tooltip?

[shawnborton]

Yeah, fair point about legibility there - we can maybe back down the blue a bit?

they don't make sense as tapping the tooltip is gonna action what it's saying right?

I guess the problem here is that the tooltip has basically two different things that it's saying:

• explore the workspace editor
• go back to admins to finish your tasks

[dannymcclain]

I guess the problem here is that the tooltip has basically two different things that it's saying:

• explore the workspace editor
• go back to admins to finish your tasks

Hmm yeah this is a good point

[dubielzyk-expensify]

Yeah, I kinda think we should ditch the pitch of 2 min tour cause it's already a task and it's already in GC if you haven't used it already. Feels like starting to build links and multiple tap targets into a tooltip becomes too complex

[dannymcclain]

Feels like starting to build links and multiple tap targets into a tooltip becomes too complex

+1, totally agree.

[shawnborton]

I kinda think we should ditch the pitch of 2 min tour cause it's already a task and it's already in GC if you haven't used it already.

Yeah, I think that's the whole point. Anu wanted to explore something like this:

[In workspace profile page] On the workspace name at the very top of the LHN: "Explore and set up your workspace below, or (hyperlinked to send them back to #admins - the report comment for the first unfinished task)

So basically the link is just the last remaining task that exists.

I think you make a fair point though, that we have a lot of targets happening within the same tooltip. I don't mind it too much though if I'm being honest, though maybe I am just thinking of things like growls/toasts that have separate links in them as well as a separate close target? Let's see what @anmurali thinks

[dannymcclain]

I don't mind it too much though if I'm being honest, though maybe I am just thinking of things like growls/toasts that have separate links in them as well as a separate close target?

Yeah I think the difference to me is that you usually can't also tap on the whole thing to perform another action. But that's just my 2 cents!

[dubielzyk-expensify]

Happy to hear what @anmurali thinks. I kinda think that something as simple as a tooltip shouldn't try to carry too many jobs and it would allow us to simplify the messaging a lot more if we focus on one thing which is kinda what tooltips should be used for. On mobile the tap targets also would be more iffy.

[melvin-bot]

@shawnborton, @youssef-lr, @anmurali Uh oh! This issue is overdue by 2 days. Don't forget to update your issues!

[shawnborton]

Sounds like we're still pausing until the close button is implemented for tooltips.

[melvin-bot]

@shawnborton, @youssef-lr, @anmurali Whoops! This issue is 2 days overdue. Let's get this updated quick!

[melvin-bot]

@shawnborton, @youssef-lr, @anmurali Still overdue 6 days?! Let's take care of this!

[shawnborton]

What's the latest here @youssef-lr @anmurali ?

[youssef-lr]

I'm not sure myself. @anmurali @puneetlath are we moving forward with this?

[puneetlath]

I believe we're still on hold for the "x" dismissing feature on tooltips to go live. Then the plan is to reassess from there.

[shawnborton]

When do we think the "x" dismissing tooltips will go live? Could have sworn I saw a PR for that a while ago?

[puneetlath]

We had to revert it a couple of times because of a React Native bug that was affecting the functionality, but it should be live now. Just tried signing up for a new account on production and it had it:

[shawnborton]

amazing!

[melvin-bot]

@shawnborton, @youssef-lr, @anmurali Uh oh! This issue is overdue by 2 days. Don't forget to update your issues!

[shawnborton]

What's the latest here @anmurali @youssef-lr?

[melvin-bot]

@shawnborton, @youssef-lr, @anmurali Uh oh! This issue is overdue by 2 days. Don't forget to update your issues!

[anmurali]

I think we're going to close this for now. See this convo

If our confidence in tooltip usage improves after those improvements go live, we will revisit this.