Optimizing User Guidance for Ooma’s App Modules

Ooma’s communication app includes multiple modules, like Directory, Calls, Voicemails, Messages, Faxes, and Meetings, each with its own set of features. Users often struggled to understand what they could do in each module, which led to confusion and underutilization. My task was to create an introduction for each module that clearly explained its features and functionality, helping users navigate the app with confidence.

The user guidance system I designed led to a 15% increase in user retention. By providing users with straightforward, step-by-step instructions, I helped them better understand and engage with the app's full range of features.

I started by looking into how other companies handle tutorials, finding that stepper modals were a popular and effective approach.

I sketched wireframes to show how the tutorial content would be displayed in the app, which helped get approval from project managers.

Then I created a stepper modal that introduced users to each module, with clear text, images, and navigation buttons. I also included options to skip or revisit the tutorial later, based on user feedback.