INFO
ONBOARDING
@HYPERX
ONBOARDING
@HYPERX
HyperX is a gaming hardware brand that creates a wide range of gear for players of all backgrounds and skill levels. With the tagline “We’re All Gamers,” the brand focuses on making products that feel inclusive to anyone who games.
For one of my internship projects at HyperX, I identified an opportunity to improve how users learn to use products. After speaking with stakeholders, I focused my research on onboarding and the full learning experience across both physical and digital interactions. I uncovered key user needs for a more inclusive and flexible learning experience and designed several example concepts, which I presented to company leadership.
TIME
9 weeks
9 weeks
TOOLS
Figma
Figma
UserTesting
UserTesting
Photoshop
Photoshop
Illustrator
Illustrator
Premiere Pro
Premiere Pro
ROLE
UX Designer
UX Designer
UX Researcher
UX Researcher
TEAM
Worked with 1 UX Researcher
Worked with 1 UX Researcher
WHY THIS PROJECT?
WHY THIS PROJECT?
At the start of my UX internship, I met with different teams and learned about various products to find areas that could use improvement.
One conversation with a few PMs stood out, where we talked about HyperX’s microphones and the upcoming launch of the brand’s first dynamic microphone, FlipCast.
At the start of my UX internship, I met with different teams and learned about various products to find areas that could use improvement.
One conversation with a few PMs stood out, where we talked about HyperX’s microphones and the upcoming launch of the brand’s first dynamic microphone, FlipCast.
CONDENSER MICROPHONES
CONDENSER MICROPHONES
Talk into it from the side, 6-12 inches from your face
Talk into it from the side, 6-12 inches from your face
DYNAMIC MICROPHONES
DYNAMIC MICROPHONES
Talk into it from the front, 1- 6 inches from your face
Talk into it from the front, 1- 6 inches from your face
THE PROBLEM
THE PROBLEM
During this meeting I heard things like…
During this meeting I heard things like…
“People are always using microphones wrong”
“People are always using microphones wrong”
“Users will talk into the microphone the wrong way and if it sounds bad they’ll blame the product”
“Users will talk into the microphone the wrong way and if it sounds bad they’ll blame the product”
“Users always want more features, but they don’t know what they do”
“Users always want more features, but they don’t know what they do”
THE PLAN
THE PLAN
We chose Flipcast as a case study, using it to explore onboarding solutions that could apply across other products as well. Since HyperX’s tagline is “We’re all Gamers” shouldn’t we all be able to use HyperX products correctly?
We chose Flipcast as a case study, using it to explore onboarding solutions that could apply across other products as well. Since HyperX’s tagline is “We’re all Gamers” shouldn’t we all be able to use HyperX products correctly?
THE SOLUTION
THE SOLUTION
In-Software Onboarding
In-Software Onboarding
A More Eye-Catching Promotion of Software That Provides Tangible Benefits
A More Eye-Catching Promotion of Software That Provides Tangible Benefits
A Better Organized and Scannable Quick Start Guide (QSG)
A Better Organized and Scannable Quick Start Guide (QSG)
PROJECT TIMELINE
PROJECT TIMELINE
01
Discovery
Discovery
3 weeks
3 weeks
Literature Review
Literature Review
Competitive Analysis
Competitive Analysis
Unboxing Analysis
Unboxing Analysis
Stakeholder Interviews
Stakeholder Interviews
02
User Research
User Research
5 weeks
5 weeks
Survey
Survey
User Interviews
User Interviews
Observational Interview
Observational Interview
03
Design
Design
1 week
1 week
Ideation
Ideation
Prototyping
Prototyping
DISCOVERY RESEARCH
DISCOVERY RESEARCH
Literature Review
Literature Review
During my literature review, I explored research on physical and digital onboarding, including studies like Life Is Too Short to RTFM. These sources helped explain why traditional methods like user manuals are often less effective today.
During my literature review, I explored research on physical and digital onboarding, including studies like Life Is Too Short to RTFM. These sources helped explain why traditional methods like user manuals are often less effective today.
Competitive Analysis & Unboxing Analysis
Competitive Analysis & Unboxing Analysis
I reviewed a range of microphones to identify patterns in how they onboard users. I examined user manuals, quick start guides, packaging order, and whether software played a role in onboarding. I also documented these processes with photos and compared them to HyperX’s own products.
I reviewed a range of microphones to identify patterns in how they onboard users. I examined user manuals, quick start guides, packaging order, and whether software played a role in onboarding. I also documented these processes with photos and compared them to HyperX’s own products.
Stakeholder Meeting
Stakeholder Meeting
To wrap up my discovery phase, I met with PMs, Engineers, Industrial Designers, and members of the UX team who had worked on microphone projects to better understand pain points, current solutions, target audiences, and what a successful microphone experience would look like for users. Here's what I learned:
To wrap up my discovery phase, I met with PMs, Engineers, Industrial Designers, and members of the UX team who had worked on microphone projects to better understand pain points, current solutions, target audiences, and what a successful microphone experience would look like for users. Here's what I learned:
Target User
Target User
THE PREMIUM CURIOUS
THE PREMIUM CURIOUS
Has a less professional setup, but is interested in upgrading to more premium products
Has a less professional setup, but is interested in upgrading to more premium products
Currently owns a USBC mic who might switch to a full XLR setup someday or someone who might not own a microphone yet, but is interested in professional setups in the future.
Currently owns a USBC mic who might switch to a full XLR setup someday or someone who might not own a microphone yet, but is interested in professional setups in the future.
Needs a microphone for content creation like streaming or recording.
Needs a microphone for content creation like streaming or recording.
Falls in between novices and pro users.
Falls in between novices and pro users.
Microphone Learning Curves
Microphone Learning Curves
GAIN ADJUSTMENT
GAIN ADJUSTMENT
POLAR PATTERNS
POLAR PATTERNS
DIRECTION & DISTANCE
DIRECTION & DISTANCE
CONTROLS & METERS
CONTROLS & METERS
USING ACCESSORIES
USING ACCESSORIES
USER RESEARCH
USER RESEARCH
User Interviews
User Interviews
We ran hour-long, semi-structured interviews with gamers. We talked about how they buy products, their unboxing and setup experiences, how they deal with issues, and whether they use companion software. We also asked about their experience with microphones and how they like to learn about them.
We ran hour-long, semi-structured interviews with gamers. We talked about how they buy products, their unboxing and setup experiences, how they deal with issues, and whether they use companion software. We also asked about their experience with microphones and how they like to learn about them.
Interview Details
Interview Details
GOALS
GOALS
Find user’s preferences for onboarding & unboxing
Determine when user’s want / don’t want support
Discover user expectations for software
Find for all of these, why
RECRUITMENT
RECRUITMENT
6 Participants
PC Gamers
Purchased new peripheral < 2 yrs ago
Likely to buy new peripherals
Own Microphones < $150
Key Findings & Design Requirements (Interviews)
Key Findings & Design Requirements
Users are usually goal-focused and expect instructions to be easy and intuitive to navigate.
Users are usually goal-focused and expect instructions to be easy and intuitive to navigate.
Instructions themselves should be designed to be intuitive, easy to interpret, and easy to navigate for the most common user goals.
Instructions themselves should be designed to be intuitive, easy to interpret, and easy to navigate for the most common user goals.
It's common for users to miss features because instructions are not designed to be informative, eye-catching, or accessible
It's common for users to miss features because instructions are not designed to be informative, eye-catching, or accessible
Features and information that will be important to the user needs to be emphasized visually and must include a reliable way to revisit the information
Features and information that will be important to the user needs to be emphasized visually and must include a reliable way to revisit the information
Brand-provided information often isn’t enough, leaving users needing clearer, more detailed guidance for setup and learning.
Brand-provided information often isn’t enough, leaving users needing clearer, more detailed guidance for setup and learning.
Instructions need to strike a balance between providing enough info, but also making sure they aren't overwhelming the user.
Instructions need to strike a balance between providing enough info, but also making sure they aren't overwhelming the user.
Many users described themselves as "visual learners" and prefer videos and images over text.
Many users described themselves as "visual learners" and prefer videos and images over text.
Solutions should include detailed visuals
Solutions should include detailed visuals
Users prefer to set-up and learn on their own terms, because it gives them a sense of control.
Users prefer to set-up and learn on their own terms, because it gives them a sense of control.
Users expect to learn through multiple methods. Manuals are seen as a reliable fallback, but rarely the preferred option.
Users expect to learn through multiple methods. Manuals are seen as a reliable fallback, but rarely the preferred option.
Our learning experience needs to have enough variety and flexibility so that users can learn the way they want to without missing important information
Our learning experience needs to have enough variety and flexibility so that users can learn the way they want to without missing important information
Users appreciate having brand guidance available, even if they don’t always use it.
Users appreciate having brand guidance available, even if they don’t always use it.
Creating a good learning experience for user's does not mean taking away information
Creating a good learning experience for user's does not mean taking away information
Users agree that more complex products require more learning and guidance to use to it's full potential
Users agree that more complex products require more learning and guidance to use to it's full potential
There is an expectation for a mic to just be plug and play and other features are not expected
There is an expectation for a mic to just be plug and play and other features are not expected
For more expensive products, users are willing to invest more time into learning how to use it
For more expensive products, users are willing to invest more time into learning how to use it
Users expect products to work based on past experiences. Unique or complex, can be misunderstood and feel like a poor experience.
Users expect products to work based on past experiences. Unique or complex, can be misunderstood and feel like a poor experience.
For products that are more complex and expensive, our setup and learning experiences need to be upfront about these complexities, so that users understand they need to invest time to learn how to use the product to it's full potential
For products that are more complex and expensive, our setup and learning experiences need to be upfront about these complexities, so that users understand they need to invest time to learn how to use the product to it's full potential
Users only want to use SW if it adds additional functions they would actually use
Users only want to use SW if it adds additional functions they would actually use
Promotion of software needs to include tangible benefits for the user. Informing them it exists is not enough
Promotion of software needs to include tangible benefits for the user. Informing them it exists is not enough
Observation Interviews
Observation Interviews
To see how users behaved in real time, we ran unboxing and setup sessions where they set up 2 products with different onboarding experiences, noting where they struggled and what they preferred. Sessions were under 90 minutes, and we alternated which product came first.
To see how users behaved in real time, we ran unboxing and setup sessions where they set up 2 products with different onboarding experiences, noting where they struggled and what they preferred. Sessions were under 90 minutes, and we alternated which product came first.
“You just bought this microphone, how would you set it up for the first time to call your friends on discord.”
“You just bought this microphone, how would you set it up for the first time to call your friends on discord.”
Interview Details
Interview Details
GOALS
GOALS
Compare HyperX onboarding with competitor
Compare HyperX onboarding with competitor
Identify specific painpoints and missed info
Identify specific painpoints and missed info
Identify user preferences
Identify user preferences
Assess success of software promotion
Assess success of software promotion
Validate previous research
Validate previous research
RECRUITMENT
RECRUITMENT
8 Participants
8 Participants
PC Gamers
PC Gamers
Never used QuadCast 2S or Shure MV7+
Never used QuadCast 2S or Shure MV7+
Microphones
Microphones
THE HYPERX QUADCAST - CONDENSER MICROPHONE
THE HYPERX QUADCAST - CONDENSER MICROPHONE
SHURE MV7+ - DYNAMIC MICROPHONE
SHURE MV7+ - DYNAMIC MICROPHONE
Key Differences
Key Differences
Software Promotion
Software Promotion
HYPERX QUADCAST
HYPERX QUADCAST
SHURE MV7+
SHURE MV7+
Quick Start Guide (QSG) Design
Quick Start Guide (QSG) Design
HYPERX QUADCAST
HYPERX QUADCAST
SHURE MV7+ - DYNAMIC MICROPHONE
SHURE MV7+ - DYNAMIC MICROPHONE
Use of Software in Onboarding
Use of Software in Onboarding
SHURE MV7+ - DYNAMIC MICROPHONE
SHURE MV7+ - DYNAMIC MICROPHONE
Personal Brand Note
Personal Brand Note
HYPERX QUADCAST
HYPERX QUADCAST
Key Findings + Design Requirements (Observation)
Key Findings + Design Requirements
No user completed the tasks the same way
No user completed the tasks the same way
We mapped an expected user flow based on the brand’s packaging order, but interviews showed that most users didn’t follow it at all. Each participant took a different path to what they considered a finished setup
We mapped an expected user flow based on the brand’s packaging order, but interviews showed that most users didn’t follow it at all. Each participant took a different path to what they considered a finished setup
HYPERX QUADCAST
HYPERX QUADCAST
SHURE MV7+
SHURE MV7+
Users want to setup and learn how to use the product the way they want to regardless of how the brand intended because it makes them feel in control
Users want to setup and learn how to use the product the way they want to regardless of how the brand intended because it makes them feel in control
Our learning experience needs to have enough variety and flexibility so that users can learn the way they want to without missing important information
Our learning experience needs to have enough variety and flexibility so that users can learn the way they want to without missing important information
In both experiences, most users put the QSG aside to first test the product and ensure they had everything in the box.
In both experiences, most users put the QSG aside to first test the product and ensure they had everything in the box.
Instructions should be memorable enough for the user to want to look back on them after testing their product.
Instructions should be memorable enough for the user to want to look back on them after testing their product.
Users tend to only skim for relevant information in the QSG for their current goal/task/issue and rarely read it in it's entirety
Users tend to only skim for relevant information in the QSG for their current goal/task/issue and rarely read it in it's entirety
Instructions themselves should be designed to be intuitive, easy to interpret, and easy to navigate for the most common user goals.
Instructions themselves should be designed to be intuitive, easy to interpret, and easy to navigate for the most common user goals.
Users who preferred the MV7+ QSG appreciated its clean, simple design that made it quick and easy to read. Others favored the QC QSG for offering more detailed content.
Users who preferred the MV7+ QSG appreciated its clean, simple design that made it quick and easy to read. Others favored the QC QSG for offering more detailed content.
Onboarding should be simple and visually appealing, covering key tasks without overwhelming users. More detailed information can be provided separately as well.
Onboarding should be simple and visually appealing, covering key tasks without overwhelming users. More detailed information can be provided separately as well.
Users correcting usage of Shure MV7+
Users correcting usage of Shure MV7+
Wrong behavior wasn't corrected
Wrong behavior wasn't corrected
Users adjusted their behavior after seeing brand provided information, realizing they had been using the product incorrectly
Users adjusted their behavior after seeing brand provided information, realizing they had been using the product incorrectly
Users should encounter clear, easily understandable instructions at key moments during onboarding to help them quickly recognize and correct improper use
Users should encounter clear, easily understandable instructions at key moments during onboarding to help them quickly recognize and correct improper use
Users were less likely to download HyperX software. Many felt the promotion was too small and didn’t communicate any real benefits.
Users were less likely to download HyperX software. Many felt the promotion was too small and didn’t communicate any real benefits.
Promotion of software needs to be eye-catching and include tangible benefits for the user.
Promotion of software needs to be eye-catching and include tangible benefits for the user.
The complex software experience left users feeling less confident with the MV7+, with many sensing gaps in support and the QSG despite using the product correctly.
The complex software experience left users feeling less confident with the MV7+, with many sensing gaps in support and the QSG despite using the product correctly.
For complex software features, onboarding should be included to guide users effectively.
For complex software features, onboarding should be included to guide users effectively.
User Archetypes
User Archetypes
Understanding these archetypes can help us maximize our variety of design solutions like providing the user manual for our product enthusiasts, but also posting some tutorials on TikTok for our independents.
Understanding these archetypes can help us maximize our variety of design solutions like providing the user manual for our product enthusiasts, but also posting some tutorials on TikTok for our independents.
THE PRODUCT ENTHUSIASTS
THE PRODUCT ENTHUSIASTS
Reads all the instructions step by step
Afraid to miss information
Want to get the most out of the product and fully understand it
Willing to invest time
Reads all the instructions step by step
Afraid to miss information
Want to get the most out of the product and fully understand it
Willing to invest time
THE CASUAL LEARNERS
THE CASUAL LEARNERS
Skims instructions and focuses on what’s immediately relevant or visually engaging
Values ease and efficiency
Open to learning new features if the process is simple
Consult brand provided help before looking to online resources
Skims instructions and focuses on what’s immediately relevant or visually engaging
Values ease and efficiency
Open to learning new features if the process is simple
Consult brand provided help before looking to online resources
THE INDEPENDANTS
THE INDEPENDANTS
Avoids reading instructions
Likes to figure things out on their own
Buy the product for a specific use and want it to work immediately
A good product to them is one that just works straight out of the box
Avoids reading instructions
Likes to figure things out on their own
Buy the product for a specific use and want it to work immediately
A good product to them is one that just works straight out of the box
DESIGN
DESIGN
Potential Design Concepts
Potential Design Concepts
Time constraints limited me to early design directions, which would need further testing. The research however, will guide future HyperX onboarding and software development.
Time constraints limited me to early design directions, which would need further testing. The research however, will guide future HyperX onboarding and software development.
A More Tangible and Eye-Catching Promotion of Software
A More Tangible and Eye-Catching Promotion of Software
This promotional card is designed to catch the user’s eye and highlight the benefits of using NGENUITY, HyperX’s companion software. It focuses on tangible improvements like better sound and explains audio settings in simple terms for users who may not be familiar with technical jargon. Based on our observations, this card would replace the current brand note in the packaging, which users rarely interacted with and often mistook for software promotion.
This promotional card is designed to catch the user’s eye and highlight the benefits of using NGENUITY, HyperX’s companion software. It focuses on tangible improvements like better sound and explains audio settings in simple terms for users who may not be familiar with technical jargon. Based on our observations, this card would replace the current brand note in the packaging, which users rarely interacted with and often mistook for software promotion.
A Better Organized and Scannable Quick Start Guide (QSG)
A Better Organized and Scannable Quick Start Guide (QSG)
This redesigned QSG is meant to feel less overwhelming and easier to use. It flips like a small booklet, with an expandable layout that lets users quickly skim for key information. Multilingual documentation is placed on the back so it’s available without distracting users at first open, and a table of contents helps with quick scanning. Larger visuals, clearer hierarchy, and stronger software promotion make the guide more eye catching, while still including the most important information.
This redesigned QSG is meant to feel less overwhelming and easier to use. It flips like a small booklet, with an expandable layout that lets users quickly skim for key information. Multilingual documentation is placed on the back so it’s available without distracting users at first open, and a table of contents helps with quick scanning. Larger visuals, clearer hierarchy, and stronger software promotion make the guide more eye catching, while still including the most important information.
A More Tangible and Eye-Catching Promotion of Software
A More Tangible and Eye-Catching Promotion of Software
This is an example of what onboarding in NGENUITY could look like. We saw that simple in-software visuals helped users quickly fix mistakes, even if they skipped the QSG, so we designed short, low-text onboarding with an eye catching GIF. In the future, this could expand into deeper tutorials and audio education in the software.
This is an example of what onboarding in NGENUITY could look like. We saw that simple in-software visuals helped users quickly fix mistakes, even if they skipped the QSG, so we designed short, low-text onboarding with an eye catching GIF. In the future, this could expand into deeper tutorials and audio education in the software.