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Simplified Onboarding Experience
Streamlining the onboarding experience for better user retention and minimal intervention
About the project
CAIC helps organizations manage IT assets, but its complex onboarding required extensive support. This project aimed to simplify the process, ensuring seamless integration and reduced friction for customers.
My role
Responsible for research & leading conceptualisation & visual design
Timeline
Jan 2023 - Apr 2023
Problem with current onboarding
The current onboarding process is inefficient, requiring extensive customer support, frequent assistance sessions, and increased training.
User struggles based on the data
At the yearly conference, many leads from showcasing CAIC’s upcoming features didn’t convert due to a weak onboarding process. Insights from TAMs and user interviews revealed:
Understanding the user needs
Aligning business goals
Who we designed for
Persona 1: Jennifer
Security Analyst, 28 years old
Jennifer is an existing customer of the platform who recently upgraded to CSAM and is using it for the first time.
We focused on this scenario to support paid customers facing challenges in fully utilizing the product's capabilities.
Persona 2: John
Security Analyst, 32 years old
John is a new user without any existing subscriptions, exploring CSAM through a trial for the first time.
This scenario was chosen to address the needs of new customers struggling to operationalize the product effectively.
Coming up with onboarding solutions
A straightforward journey doesn’t always mean a seamless experience. After brainstorming, researching & creating a user flow and journey map we selected various onboarding strategies that are used by the competition and other B2B apps and could be used for CAIC.
Building the onboarding framework
I started working on the wireframes to visualize the onboarding steps on the homepage, making the process more structured and user-friendly.
Delivering a polished and effortless onboarding
Intro Video
The introduction video provides a quick overview of how CAIC simplifies cyber asset inventory management. It highlights key features and benefits, helping users understand its value before diving into the platform.
Guided Tour
A step-by-step walkthrough was implemented to help users navigate the platform with ease. Each step highlights key features, ensuring a smooth learning experience while fostering familiarity with the product.
Hotspots
We strategically placed hotspots to guide users toward key actions, ensuring a seamless onboarding experience.
Contextual Help
Users can access real-time, page-specific tips by clicking on contextual help, making navigation and learning more intuitive.
Feedback Collection
After completing onboarding, users can rate their experience and share insights. This helped us refine the process by identifying pain points and areas for improvement, ensuring a smoother onboarding journey for future users.
What we achieved and learned
Improved User Activation
Onboarding completion rates increased by 35% after making the process more guided and user-friendly.
Fewer Support Tickets
The introduction of contextual help and interactive elements reduced support queries by 25%.
Onboarding is Critical
A well-structured onboarding flow can increase user retention. We increase retention by 50%.
Iteration Based on Feedback
Continuous improvement through user insights ensures a more seamless experience.
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