EverTransit Onboarding

Designing a self-onboarding system that increased conversion rates by 30%.

Jan 2019 · MAY 2019

Problem

The onboarding process was inefficient, taking over a week for new customers to start. It required significant manual effort from the team, including engineers. With increasing onboarding demands due to marketing campaigns, a more efficient solution was needed.

Process

In collaboration with the Product Manager and stakeholders, I identified customer needs and onboarding specifications, developing user flows and prototypes validated through usability testing sessions. I designed a responsive self-service onboarding flow for customers and an admin portal enabling the internal team to configure accounts without engineering support. Throughout implementation, I worked closely with engineers to ensure a smooth hand-off and partnered with Quality Assurance before the production launch.

Impact

Reduced manual onboarding work by 90%, significantly decreasing the workload on the team. Increased conversion rates by 30%, indicating a more efficient and user-friendly onboarding process. Freed up engineering resources, reducing their involvement in onboarding processes to just 5%, allowing them to focus on other critical tasks.

Company