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Case study:
First-time VR users often abandon their headsets within the first month.
Without mastering basic spatial interactions, new Quest headset owners struggle to navigate the interface and discover compelling experiences to keep them using their headsets long term. Meta's research showed us that users need interactive training combined with contextual education to build confidence. This headset onboarding tutorial update presented the opportunity to reimagine how millions of users learn the newest update to the spatial computing user interface in 5 years.
Business context
The user interface update was the most significant Horizon OS update in 5 years, reaching all 10+ million headset users worldwide.
Primary metric: tutorial completion rate. Secondary: active users within first 30 days of ownership.
Hypothesis: teaching basic skills and compelling use cases early drives continued usage through the critical first month.
My role
Lead Content Designer defining narrative strategy and UX writing for Meta's highest-visibility onboarding experience.
Defining what to teach (prioritization framework)
2. How to teach it: Crafting the voice (tone strategy)
3. Cross-functional execution (localization, sound accessibility)
4. Results and impact
What to teach (prioritization framework)
Prioritization framework
Since all users see this content, I focused the tutorial on education that is:
Crucial — Users need it to effectively use their headset
Universally relevant — Useful to the vast majority of, if not all, users
I taught system basics first to build a strong foundation, then introduced complex device features through contextual education after onboarding. This meant balancing headset fundamentals with how the Metaverse works as concisely as possible.
2. How to teach it: Crafting the voice (tone strategy)
Voice strategy: A friendly, self-aware guide
I developed the persona that leads users through the experience: a passionate expert, eager to share the new technology's magic. A friend walking you through their favorite exhibit.
I used three core tones:
Celebratory — "Nicely done! Now you know how to control your experience using the Navigator!"
Goal: Reassure users they completed the step correctlyInstructive — "Look at your right palm at eye level and tap your thumb and index finger together."
Goal: Teach an unnatural geasture with simple languageSupportive — "Press the Meta button to start exploring with the Navigator, which is always here to help you."
Goal: Build confidence for continued use
Research showed users appreciated congratulatory messages, though we later removed some when feedback revealed users could progress without completing the requested action making celebration feel disingenuous.
3. Production at scale
Writing for 24 languages with the top 6 using voice over recordings
Throughout the writing process, I accounted for localization constraints:
Limited English copy to 3 lines on tooltips, knowing translations and increased font sizes could push it to 4 and get cut off in the longest languages.
This character limit kept tooltips usable across all languages and accessibility settings.
Managing translation and recording:
Once I locked the script, I coordinated with Sound Design and Localization. We used human voice talent, so recording involved scheduling, directing, and mixing. English VO files guided the translation teams.
Adapting to evolving UI:
For one high-priority release, leadership asked us to skip the scheduled launch and fully rebuild the tutorial to reflect the latest Navigator updates which required rapid rewrites, re-recording and re-translation.
4. Results and impact
Tutorial launched October 2025 to all new and updated Quest headsets following a major simplification overhaul requested by Mark Zuckerberg.
Reached 100% of headset users as the primary onboarding experience.
Scaled to 24 languages with voice over recordings for six.
Tutorial completion rate has increased to 93% and 30-day active user metrics have increased almost 6%.
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