EXTRON INSIDER ON-BOARDING JOURNEY MAP

Extron Insider provides technology professionals free access to online calculators, system builders, how-to videos, product pricing, and more. To uncover any problems and opportunities for an Extron Insider on-boarding process, I created a journey map.

PROBLEM

Extron wanted to increase signups for Extron Insider. A journey map that could reveal any problems and opportunities in the signup process was needed to improve the on-boarding process and entice more customers.

ACTION

Interview a subject-matter expert

I interviewed a subject-matter expert, sales manager, to understand the on-boarding process. Here are a few questions and answers from the interview:

Q. What promps users to signup for Extron Insider?
A. New users want to access videos, product pricing, builders, etc. Existing users want their coworkers to have access to Extron Insider.
Q. Who signs up for Extron Insider?
A. Resellers, consultants, programmers, education institutions, and others.
Q. What is the process to signing up for Extron Insider?
A. Shown in the journey map.

HERE ARE A FEW OF HER CONCERNS REGARDING THE PREVIOUS PORTAL:

Sales representatives would like to obtain a phone number of a person who is signing up for Extron Insider so that they could start a conversation to validate the person’s credibility. However, they don’t always get phone numbers. Emailing is time consuming.
A request form is long.
A request form sometimes falls into cracks and gets forgotten.
A person who is signing up doesn’t know who he or she is and ends up selecting a wrong title, which prompts the signup form to be sent to a wrong sale team.

EXTRON INSIDER ON-BOARDING JOURNEY MAP

OVERVIEW

PROBLEM

ACTION

Interview a subject-matter expert

RESULTS