Role:
Product designer
Team
UX researcher, PM, Dev
Timeline:
Q4 2024
Impact
200%
Increase in guided tour completion.
3x
More task completion of key onboarding actions.
~20%
Decrease in support tickets.
Overview
Designed and implemented changes to guided onboarding discoverability and reuse to improve completion of critical setup tasks and adoption of key platform features
Problem
Onboarding content existed but was hard to discover. Only 7.63% of users completed guided tours, and users often struggled to find key features, leading to frustration and increased support tickets.
Insight
Designed and implemented changes to guided onboarding discoverability and reuse to improve completion of critical setup tasks and adoption of key platform features
My contribution
Designed and implemented changes to guided onboarding discoverability and reuse to improve completion of critical setup tasks and adoption of key platform features
Centralized onboarding discovery directly in the product
Enabled persistent access beyond first-time use
Re-structured tours into modular, goal-based learning
Instrumented onboarding using Amplitude + WalkMe