Fitbit Flex first time user experience
The good bits:
- The Flex packaging provides an overview of the product’s features and a high-level illustration of its relationship with the user’s phone and/or desktop. Instead of a verbose user manual, it includes only a fold-out paper insert directing new users to a setup URL.
- The URL prompts the new user to download or use the tool appropriate for the device on which they are accessing it. In the case of the URL being accessed via a mobile phone, it directs the new user to download the Fitbit mobile app.
- Although the mobile app has a brief intro tour, the content is extremely simple and auto-rotates. It’s not necessary for the user to read any of the content in order to join Fitbit.
- While “Join Fitbit” does ultimately take the new user to a registration flow, it starts off by having the new user select his device. The “Which tracker are you setting up?” screen provides awareness of Fitbit’s other products, but also points out to the new user that he can use his phone instead of purchasing a tracker.
- Also, the user is able to enter stats about himself (weight, height and age) before being prompted to create an account.
- Once an account is created, the mobile app uses a multi-step setup wizard to guide the user through conditions required to pair his device. The wizard breaks includes information on charging the device, customizing the strap, and pairing the device to his phone. Since the Flex does not have much in the way of a display, this method of using a phone as a setup companion helps with realtime feedback and troubleshooting should issues arise.
To be improved:
- Given that the new user may have just purchased his Fitbit and is eager to make sure everything works, the requirement to sign up for an account before pairing the device could be frustrating.
- The companion setup wizard covers some facts and information that are not essential to pairing the device (for example, “Care and wearing tips”). Especially by the time the user has finished pairing the device, he may speed through the last 2 screens of the wizard, but these screens are key to helping him understand how to view progress on this textless-display device.
- Interestingly, if the new user did happen to skip secondary information provided in the setup wizard, there is no place where he can re-access it in the same easy-to-read format. Instead, the app help pushes him out to websites and forums to search for information.