Understanding the learner onboarding journey

Onboarding to the Forget Me Not App is a pretty simple process however for some learners there are points at which they can get stuck depending on situation.

The challenge points can be:

• If the user opens the invite email on their computer and not on their phone
  • User have the ability to scan using their phone the QR Code which is included in the Invited User Email  and Created User Enrolment Email
  • The QR Code will open the relevant App Store for their phone type directly to the Forget Me Not app page and allow them to install the App.
• If users are unfamiliar with installing an app on their phone
  • Some users can get confused between store credentials and Forget Me Not credentials when the phone is asking during the app install process. Users need to provide their App Store credentials when asked during the app install process and only use their Forget Me Not provided credentials when asked by the FMN App at the sign in screen
• If the user selected Magic Link when they have been provided a password
  • The users can still sign in using the magic link method, however they are required to take extra steps to access a magic link from their email. If the user does not have access to their email on their phone then this can be confusing and cause an issue.
  • Direct the user to restart the sign in process and select Use Password instead
• If the user has trouble interpreting the generated password characters
  • Sometimes it can be difficult to determine one character from another for similar looking characters such as the number 1, capital I (as in Indigo) and lower case l (as in Lima) or zero 0 and capital O (is in Oscar)
  • Direct the user to copy and paste in the password where possible or get them to reset their password to something they can enter