onboarding projects

In my roles, I've embraced the challenge of mapping out onboarding touchpoints, meticulously identifying key moments in the user journey. Beyond that, I've been diligent in finding the right metrics to measure the success of these onboarding processes, ensuring that every step aligns with the overarching goals of the organization. Moreover, I've sought to discover and optimize the "Aha!" moments, those pivotal instances where users truly connect with a product or service. ​

overview

Industry: Education, SAAS, Software Development, publisher
​Company Size: 
Small startup (1 - 25 employees)
Medium-sized enterprise (26 to 100 employees)
Large corporation (more than 100 employees)
Location​: Brazil, US
Goals:
  • Define processes
  • Help on company culture development
  • Define KPIs and find the AHA moment

Products / TOOLs

Hubspot ​Service Hub
FreshDesk
Salesforce
HotJar
UserFlow

Study case 1: web app

​The objective of this project is to design a comprehensive onboarding journey for new users of a Video Conference web application. The goal was to ensure a seamless and positive experience for users from the moment they sign up to ongoing usage and potential upgrades.

overview

The project included creating a knowledge base in Freshdesk, implementing Active Campaign onboarding automation, integrating with product usage and Active Campaign, creating email marketing campaigns in Active Campaign, developing templates for 1:1 emails on Pipedrive, creating a YouTube video for first steps using the product, and implementing in-app onboarding using Userflow.

Steps

  1. Created a knowledge base in Freshdesk to provide users with quick and easy access to answers to common questions and issues.
  2. Implemented Active Campaign onboarding automation to guide users through the onboarding process.
  3. Integrated with product usage and Active Campaign to ensure that users received relevant messages and information based on their usage of the product.
  4. Developed email marketing campaigns in Active Campaign to educate and engage users.
  5. Created templates for 1:1 emails on Pipedrive to provide a personalized touch to the onboarding process.
  6. Produced a YouTube video for first steps using the product to provide users with a visual guide.
  7. Implemented in-app onboarding using Userflow to guide users through the key features and functions of the product.

Outcomes

  1. Improved onboarding experience for new users of the video conferencing web app
  2. Increased user engagement and retention
  3. Reduced support tickets related to onboarding and basic product usage
  4. More personalized and effective communication with new users
  5. Increased knowledge and understanding of the product among new users

STUDY CASE 2: EDTECH

Designing and implementing a customer onboarding program for an EdTech company that caters to two main segments: individual teachers and enterprise customers. The program aimed to educate new customers about the platform and its features, as well as to establish a long-term relationship with them.

overview

The objective of this project was to create a seamless onboarding experience for new customers that would ensure they understood the platform's features, capabilities, and benefits. We aimed to establish a long-term relationship with customers by providing a personalized onboarding experience that met their needs and exceeded their expectations.

Steps

  1. Conducted research to understand the needs of the two customer segments.
  2. Developed a high-touch onboarding program for enterprise clients, including personalized training sessions, follow-up calls, and progress tracking.
  3. Designed a mid-touch onboarding program for individual teachers, including online training materials, interactive demos, and virtual office hours.
  4. Created customized presentations using Google Suite to educate customers about the platform's features and capabilities.
  5. Built a chatbot for WhatsApp messages to answer customer questions and provide support.
  6. Set up an email automation workflow to ensure timely and relevant communications with customers.
  7. Integrated HubSpot to track and manage customer interactions and progress.
  8. Developed metrics to measure the effectiveness of the onboarding program, including NPS and customer retention rates.

Outcomes

  1. Increased customer satisfaction and retention through personalized onboarding experiences.
  2. Improved customer engagement and adoption of the product.
  3. Streamlined onboarding processes, resulting in faster time to value for customers.
  4. Improved communication and collaboration between internal teams to ensure a seamless onboarding experience for customers.
  5. Enhanced customer knowledge and understanding of the company's products and services, leading to increased cross-selling and upselling opportunities.
  6. Reduced support requests and tickets by providing comprehensive onboarding materials and resources.
  7. Strengthened brand loyalty and advocacy among customers by providing a positive onboarding experience.

Study case 3: sdk

Provide a comprehensive onboarding experience for new users of SDK developers, from the moment they sign up to ongoing usage and potential upgrades. The aim is to ensure that users can easily understand and navigate the platform, as well as access all relevant resources to help them get the most out of the product. By creating an effective onboarding journey, the project seeks to increase user adoption and retention while promoting a positive user experience.

overview

The scope of this project involves creating a detailed and effective onboarding process for new users of SDK developers. This includes identifying the necessary touchpoints and key performance indicators (KPIs) to ensure a smooth onboarding experience. The scope also includes developing engaging communication and support content, as well as implementing the onboarding process on appropriate platforms. Additionally, the scope involves ensuring the onboarding process is scalable and adaptable to potential upgrades and changes in the future.

Steps

  1. Define main segments and identify differences for each case
  2. Mapping out every touchpoint a user may have with the product
  3. Make sure customers understand main communication channels 
  4. Provide clear and concise content to help users understand product pricing and capabilities
  5. Create and maintain a robust knowledge base to answer any questions users may have
  6. Creating an email trail that delivers personalized, targeted messages to users at key stages of the onboarding journey.
  7. Setting up automation on a CRM to streamline the onboarding process and ensure that users receive the right message at the right time.
  8. identifying key triggers that indicate a user's readiness for certain onboarding steps and automatically sending personalized messages based on these triggers.
  9. ​Defining onboarding goals and KPIs to track progress and measure the effectiveness of the onboarding journey.

Outcomes

  1. Developed a user-friendly and comprehensive onboarding journey, including touchpoints and KPIs
  2. Created engaging communication and support content, such as user guides and video tutorials
  3. Improved onboarding experience for new SDK developers, resulting in increased user engagement and retention
  4. Reduced support tickets related to onboarding and basic product usage​
  5. More personalized and effective communication with new users
  6. Increased knowledge and understanding of the product among new users

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