Revamping Protonn | Internship Experience — UX Work-Study

Context

This article is a UX work-study (also case study xD) of the work I did during my internship at Protonn in 2021. It was a 2 months work from home internship in product design. I worked majorly on revamping the product based on feedback from early users and various other hypotheses (would be discussing briefly).

About Protonn

Protonn is a business in a box solution for individual professionals (currently for the US), a SaaS startup based out of Bangalore and San Jose. Founded by 2 ex-Flipkart heads (Anil Goteti and Mausam Bhatt), protonn, allows independent professionals like lawyers, graphic designers, and nutritionists to launch their businesses online, create videos, conduct live sessions, generate payment links, and track their business’ financial performance.

Proton raised $ 9M Series A funding in July when I was about to conclude my internship. Also, they launched their first version of the app on iOS during that period.

To understand Protonn as a product, we need to define some terms and workflow of the app. The app is quite simple, starting with the registration of professionals, followed by setting up their profile and sharing their videos with clients, to making clients and giving services.

Understanding users, platforms and some other terms used within the app and are core features.
Overall Protonn workflow including both professionals and clients POV

Projects, I was involved in

The product work was divided into 3–4 segments, professional iOS app, professional side web app, client-side web app, and the proton marketing website. My major work was for client-side web app and professional iOS app.

  • Passwordless Login
  • Revamping onboarding screens and profile setup experience
  • Side menu and settings section

1 — Introducing passwordless sign-up experience (Client Webapp)

To interact or take services by a professional, the clients need to sign-up to protonn web app. The professional can share a certain marketing or introduction video privately with an individual client.

Problems

  • The major problem was, when professional shares a video with a particular client, it's meant to be private to that particular client. To prevent further sharing of the video and maintain the privacy of the video, what can be done?
  • Not everybody uses a g-suite email id. So, if someone wants to sign up with other email ids then there is a long process of setting up a password which the user sometimes forgets and it’s an extra effort user puts to use services. What can be done to ease the login process and improve the UX?

Solution

Taking insights and inspirations from some platforms like slack, introduced a magic link verification flow that allows clients to log in by clicking the video link from professionals and then verifying their email via a magic link. Similarly, this would solve the problem of passwordless login if a client is directly logging into their account.

Video sharing and sign in with email flow for clients

Created a prototype of the flow consisting of all the designed screens.

Prototype video

2 — Revamping onboarding experience for professionals (Professional app)

After signing up, the professional needs to go through a 5-step onboarding process.

  1. Adding personal details (working sector etc.) and bio.
  2. Making an introduction video (the first video which a client sees and works as a first impression).
  3. Setting up services.
  4. Setting up availability or working hours.
  5. Setting up a payment method.

Problem

Following some user interviews and testings, users find the onboarding process harder to understand due to which it is taking more time than expected. To be specific, the services section is barely explained and then the user isn't allowed to skip. Structuring the onboarding process and making it more aesthetical is what was needed.

Solution

Taking insights from some user interviews, made a few decisions after understanding the user journey of onboarding:

  • Highlighting and simplifying copy for different services and introducing tooltips and skip features.
  • Allowing users to set availability for specific working business days with a time picker and introducing a time zone picking feature.
  • Introducing a ‘complete your profile’ prompt on the profile page to remind if the user had left any 1 of the 5 steps.
Onboarding flow from step-3

3 — Experimenting with the side menu and settings section (Professional app)

The side menu consists of all the profile and app functionality with customization options and settings.

Problem

As it was the launch of the app, the side menu wasn't structured. As a lot of stuff/features are being introduced in the app, the settings screen is becoming complicated and less predictable. Many of the customizations weren't included and were indirectly laid somewhere else around the app. What can be done to improve UX?

Solution

Re-ordered the components in the side menu and sectionized the settings according to priority hierarchy. Included the customization features with improved structuring of app and side menu.

Newly designed side menu and settings page

Bonus Designs

Apart from improving the product by applying my UX knowledge, also laid my hands on designing email templates and client invoice with and without payment options.

E-mail template for magic link
Tax Invoice — Due(L) and Tax Invoice — Paid(R)

Key Learnings

  • Many design practices like taking insights from a user interview, following design principles, using advanced tools, iterating, presenting, etc.
  • Coordinating work between, product manager & design manager and taking feedbacks and converting them into appreciations.
  • How early-stage product-based startups make the best experiences for their users and how they acquire their early customers.
  • Internal product testing, product holding, feature update launch, and many professional product terminologies.
  • Most of all, team bonding and corporate world experience.

Thank you

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Vaibhav Khandelwal

Vaibhav Khandelwal

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I am a self taught product designer from IIT Roorkee. Enjoy searching and designing solutions for real problems.