Lightstep

(acquired by ServiceNow)

Add a Service

How we fixed a broken onboarding experience. With Lightstep Add a Service flow, developers can instrument and configure services to start monitoring performance in minutes.

Team
Skills
Product design
User research
UX
UI
Timeline

10 weeks

Date

2019

Why this project?

This project shows my ability to create a flexible design that could meet a tight timeline and evolve to continue delivering value as we expand our scope.

Impact

We unified our onboarding experience so customers did not have to leave our app and made importing data easy so potential customers could compare their existing tracing solution to Lightstep.

By the numbers

  • 3x Increase in services for new customers in the first 30 days

  • 25% Increase in CSAT

Why this project?

This project shows my ability to create a flexible design that could meet a tight timeline and evolve to continue delivering value as we expand our scope.

Impact

We unified our onboarding experience so customers did not have to leave our app and made importing data easy so potential customers could compare their existing tracing solution to Lightstep.

By the numbers

  • 3x Increase in services for new customers in the first 30 days

  • 25% Increase in CSAT

  • 50% Fewer brand design requests

Why this project?

This project shows my ability to create a flexible design that could meet a tight timeline and evolve to continue delivering value as we expand our scope.

Impact

We unified our onboarding experience so customers did not have to leave our app and made importing data easy so potential customers could compare their existing tracing solution to Lightstep.

By the numbers

  • 3x Increase in services for new customers in the first 30 days

  • 25% Increase in CSAT

  • 50% Fewer brand design requests

Challenge

Lightstep can’t provide value until it receives tracing data.

Developers must leave the app to instrument their services using docs on Lightstep’s site or open source sites, creating a broken and error-prone experience.

How might we minimize time-to-value for developers when instrumenting and configuring services to send tracing data to Lightstep?

Approach

Create a unified workflow for instrumenting and configuring services with Lightstep’s tracer and 3rd party frameworks.

We scoped the initial release to the Lightstep tracer flow so our Open Source team had time to build importers for 3rd party frameworks.

Through rapid prototyping and usability testing we explored multiple designs.

We opted for a long modal layout even though it didn't test as well as a wizard design. This enabled us to release two week early and focus on validating content, interactions, and error messages.

First release insights

  • Services per customer increased slightly

  • Time-to-completion was too long because confirming data on our backend took over 10 minutes

  • Error messages helped unblock users

More data, less time

Our engineering team cut new service detection time to less than a minute – our flow was finally fast. Our Open Source team created data importers for third-party tracing products DataDog, Zipkin, and Jaeger using OpenTracing or OpenCensus telemetry.

For our second release, we expanded scope to include manual configuration

Instrumenting and configuring a service with Lightstep's tracer the wizard design for a more focused experience.

Importing data became a competitive differentiator

Third-party frameworks Jaeger and Zipkin contributed the most new services and the wizard design reduced configuration errors. This meant potential customers weren’t locked-in to vendors and could switch to Lightstep with little effort.

3x

Increase in services for new customers

10%

Increase in services for existing customers

Importing data became a competitive differentiator

Third-party frameworks Jaeger and Zipkin contributed the most new services and the wizard design reduced configuration errors. This meant potential customers weren’t locked-in to vendors and could switch to Lightstep with little effort.

3x

Increase in services for new customers

10%

Increase in services for existing customers

Importing data became a competitive differentiator

Third-party frameworks Jaeger and Zipkin contributed the most new services and the wizard design reduced configuration errors. This meant potential customers weren’t locked-in to vendors and could switch to Lightstep with little effort.

3x

Increase in services for new customers

10%

Increase in services for existing customers

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Strategy
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