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Product Onboarding

About Product Onboarding

Our product needed to make a strong first impression—especially with users who weren’t tech-savvy. Early onboarding relied heavily on Customer Success teammates manually walking new customers through a fragmented and time-consuming setup process. This not only consumed internal resources but gave users the impression that the product was too complicated to use on their own.

I designed a streamlined onboarding experience to provide clarity, build confidence, and significantly reduce setup time. What once took over 3 hours across 4 separate sessions was reduced to under 1.5 hours across just two focused calls: one for facility setup and another for staff setup.

In one standout case, a customer completed their entire setup independently—before a Customer Success teammate even had a chance to schedule the first call. The new design delivered a delightful first impression, empowered users to take ownership, and saved everyone critical time.

I observed the customer success team as they onboarded new clients and documented each step of the process. It became clear that entering the required information involved navigating across multiple screens, creating unnecessary complexity. I streamlined the experience by reorganizing the layout, consolidating key inputs, and simplifying where information is displayed.

Step one: Setup of the Community

The process starts with the easiest to fill information to help build user momentum and to create a first impression of ease and simplicity.

Users enter the number of residents and select departments. These familiar inputs serve as a foundation for all following steps.

Users assign areas within the facility to support departmental structure. Robust color coding was highly desired by users to enhance clarity and make schedules more scannable.
Each department is assigned roles and shift templates. Default shift options reflect common U.S. nursing schedules, reducing task time and decision fatigue.
Staff-to-resident ratios are defined to ensure proper care coverage. A "duplicate" feature streamlines this repetitive step and makes it easy to apply across departments.

Step Two: Setup each staff schedule

With annual nursing attrition averaging over 40%, this step had to strike the right balance—robust enough to handle complex scheduling needs, yet simple and intuitive for first-time users. To make it truly self-serve, the design focused on speed, clarity, and building user confidence through visual feedback.

The user can quickly and visually alter or verify a staff member’s schedule. This was extremely important to ensure user confidence throughout the staff schedule process. Historical schedules are pulled from the customer's HR system, further speeding up the user.

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