Krystal Higgins

Krystal Higgins
  • Senior UX Designer
  • Sydney, Australia

Krystal Higgins is a senior UX designer who helps connect people, products, and systems. An area she’s been working on for years, and is extremely passionate about, is the on-boarding and guidance of new and existing users. She shares techniques for creating better onboarding experiences with designers around the world and authors a blog of onboarding advice along with a reference collection of first run experiences from a variety of products. In addition to teaching teams about guiding users, Krystal designs all sorts of experiences for digital products. She has worked at companies like NVIDIA, eBay, and, currently, Google, where she leads a UX team working on new opportunities for Google Photos. Krystal rounds out her design work with watercolor painting and scuba diving.


User onboarding for the long run

It’s tempting to create one-size-fits-all onboarding experiences, constrained to a new user’s first day with your product, but onboarding can serve a much broader purpose. Products are constantly evolving. People are constantly learning. And everyone learns at different speeds. In this session, Krystal will share how good new-user experiences can be effective throughout the entire customer journey. You’ll see why it’s important to design guidance that addresses a range of product and user situations, and how onboarding makes sense as part of a longer-term approach to in-product education.


Designing a user onboarding compass

Onboarding is not just a single event in the user’s experience. It is a process that links together many events, over time, to acclimate people to a new product or service. A well designed user onboarding experience will set up new users for success, adapt to changing situations, and guide them through multiple stages of their product journey. This workshop will give you practical strategies for designing user onboarding that behaves like a compass instead of a rigid path: a process that guides users from different situations to the same destination of success and retention in your product.

Through a combination of lecture and exercises, you’ll learn how to:

  • Identify and prioritise ‘key onboarding actions’ – the important actions in your product around which to build onboarding
  • Scaffold key onboarding actions with guidance by breaking them down into modules
  • Link key onboarding actions together so that users have next steps
  • Apply educational principles to the design of user onboarding

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