Product Design | Journey Mapping | Onboarding
Product Design | Journey Mapping | Onboarding
Usersnap Onboarding
Usersnap Onboarding
Usersnap Onboarding
Auditing and redesigning a new onboarding experience
Auditing and redesigning a new onboarding experience
Background
Background
Background
I was tasked with auditing the product experience to identify areas of the UX that should be prioritized for improvement.
To do this, I mapped the end-to-end user journey—from sign-up to reviewing collected feedback—through the lens of our Ideal Customer Profile (ICP). This helped surface areas where the experience may feel frustrating, confusing, or inefficient for first-time users.
Through this analysis, several key issues emerged:
No onboarding flow existed to guide new users after sign-up.
Project creation—Usersnap’s core user goal—was time-consuming, requiring multiple configuration steps.
Setting a project live required adding a code snippet, but instructions were unclear and directed users to external documentation, taking them out of the product experience.
At the same time, both Product and Marketing were exploring ways to collect better information about new users to better understand who fits our ICP.
With this context, I identified an opportunity to reduce time to value for new users while collecting valuable user insights by redesigning the onboarding experience.
I was tasked with auditing the product experience to identify areas of the UX that should be prioritized for improvement.
To do this, I mapped the end-to-end user journey—from sign-up to reviewing collected feedback—through the lens of our Ideal Customer Profile (ICP). This helped surface areas where the experience may feel frustrating, confusing, or inefficient for first-time users.
Through this analysis, several key issues emerged:
No onboarding flow existed to guide new users after sign-up.
Project creation—Usersnap’s core user goal—was time-consuming, requiring multiple configuration steps.
Setting a project live required adding a code snippet, but instructions were unclear and directed users to external documentation, taking them out of the product experience.
At the same time, both Product and Marketing were exploring ways to collect better information about new users to better understand who fits our ICP.
With this context, I identified an opportunity to reduce time to value for new users while collecting valuable user insights by redesigning the onboarding experience.
I was tasked with auditing the product experience to identify areas of the UX that should be prioritized for improvement.
To do this, I mapped the end-to-end user journey—from sign-up to reviewing collected feedback—through the lens of our Ideal Customer Profile (ICP). This helped surface areas where the experience may feel frustrating, confusing, or inefficient for first-time users.
Through this analysis, several key issues emerged:
No onboarding flow existed to guide new users after sign-up.
Project creation—Usersnap’s core user goal—was time-consuming, requiring multiple configuration steps.
Setting a project live required adding a code snippet, but instructions were unclear and directed users to external documentation, taking them out of the product experience.
At the same time, both Product and Marketing were exploring ways to collect better information about new users to better understand who fits our ICP.
With this context, I identified an opportunity to reduce time to value for new users while collecting valuable user insights by redesigning the onboarding experience.
Tools:
Miro
Figma
Jira
Skills:
User Research
Usability Testing UX Design
Tools:
Miro
Figma
Jira
Skills:
User Research
Usability Testing
UX Design
Tools:
Miro
Figma
Jira
Skills:
User Research
Usability Testing UX Design
Goals
Goals
Goals
After creating a journey map, identifying areas of opportunity to improve the UX and our internal teams' understanding of who is signing up to use Usersnap, I centered my work around these 3 goals.
Profile Our Ideal Customer Profile
Gather key onboarding data to assess ICP fit and personalize the user experience.
Profile Our Ideal Customer Profile
Gather key onboarding data to assess ICP fit and personalize the user experience.
Reduce Onboarding Steps
Reduce onboarding steps so users reach Usersnap’s core value faster.
Reduce Onboarding Steps
Reduce onboarding steps so users reach Usersnap’s core value faster.
Delight New Usersnap Users
Create simple, delightful onboarding moments that build early user excitement and engagement.
Delight New Usersnap Users
Create simple, delightful onboarding moments that build early user excitement and engagement.
Process
Process
Process
Redesigning the Profiling Survey
Redesigning the Profiling Survey
To better understand who was signing up for Usersnap, our team identified key data points we wanted to collect from new users, including their role, goals for using Usersnap, and the audience they wanted to reach. Previously, we had little visibility into whether new users fit our Ideal Customer Profile (ICP).
Together, we defined the survey questions and introduced a space-themed visual concept that could extend throughout the product experience and make onboarding feel more engaging.
I led the design and implementation of the survey, including the visual design, information structure, and microcopy.
To further validate our onboarding hypothesis, we also ran a fake door test by introducing a button for a faster onboarding path. This allowed us to measure whether new users would be interested in a streamlined setup experience.
To better understand who was signing up for Usersnap, our team identified key data points we wanted to collect from new users, including their role, goals for using Usersnap, and the audience they wanted to reach. Previously, we had little visibility into whether new users fit our Ideal Customer Profile (ICP).
Together, we defined the survey questions and introduced a space-themed visual concept that could extend throughout the product experience and make onboarding feel more engaging.
I led the design and implementation of the survey, including the visual design, information structure, and microcopy.
To further validate our onboarding hypothesis, we also ran a fake door test by introducing a button for a faster onboarding path. This allowed us to measure whether new users would be interested in a streamlined setup experience.
The fake door test showed strong interest in a faster onboarding path, validating the opportunity to streamline the experience.
User Journey Map
User Journey Map
The journey map I created helped visualize friction points in the first-time user experience and highlighted opportunities to simplify project setup, guide users more clearly, and introduce onboarding at the right moments.
The journey map I created helped visualize friction points in the first-time user experience and highlighted opportunities to simplify project setup, guide users more clearly, and introduce onboarding at the right moments.
Mapping out the current onboarding journey uncovered what steps could be condensed to create a simpler and faster onboarding experience.
Designing Fast Track Onboarding Path
Designing Fast Track Onboarding Path
The existing onboarding experience lacked guidance for new users. There was no nurturing flow, project creation required 17 configuration steps, and activation instructions for installing the code snippet were unclear.
To address these issues, I designed a Fast-Track onboarding path that guides users through the key steps needed to experience Usersnap’s value: creating a project, activating it, and reviewing feedback.
Before designing the interface, I mapped the essential steps required for project setup and identified opportunities to consolidate or group them within the UI. This allowed me to reduce the number of steps required to create a project from 17 steps to 6.
I first created a low-fidelity prototype to validate the flow with the product manager and developers. After incorporating feedback, I designed a high-fidelity prototype in Figma and prepared the flow for development handoff.
The existing onboarding experience lacked guidance for new users. There was no nurturing flow, project creation required 17 configuration steps, and activation instructions for installing the code snippet were unclear.
To address these issues, I designed a Fast-Track onboarding path that guides users through the key steps needed to experience Usersnap’s value: creating a project, activating it, and reviewing feedback.
Before designing the interface, I mapped the essential steps required for project setup and identified opportunities to consolidate or group them within the UI. This allowed me to reduce the number of steps required to create a project from 17 steps to 6.
I first created a low-fidelity prototype to validate the flow with the product manager and developers. After incorporating feedback, I designed a high-fidelity prototype in Figma and prepared the flow for development handoff.
I designed a streamlined onboarding path that allows users to set up a project in 6 clicks instead of 17, significantly reducing time to value.
Steps 1–3 — Profile survey: Users answer a short survey to personalize their onboarding experience.
Step 4 — Project setup: Users select a template and customize the style of their feedback widget.
Step 5 — Activation: Clear in-product instructions guide users through installing the code snippet to activate their project.
Step 6 — View feedback: Users are prompted to view incoming feedback, helping them immediately experience the product’s core value.
I designed a fast-track onboarding path that allows users to complete setting up a project in 6 clicks instead of 17, reducing time to value.
Steps 1-3 - Within the profiling survey
Step 4 - Users select a template and style their project
Step 5 - After Creating the project, Fast Track walks through the steps of setting up their code snippet.
Step 6 - Once they install their snippet, Fast Track nudges them to view feedback.
I designed a fast-track onboarding path that allows users to complete setting up a project in 6 clicks instead of 17, reducing time to value.
Steps 1-3 - Within the profiling survey
Step 4 - Users select a template and style their project
Step 5 - After Creating the project, Fast Track walks through the steps of setting up their code snippet.
Step 6 - Once they install their snippet, Fast Track nudges them to view feedback.
Results and Impact
Results and Impact
Results and Impact
The redesigned onboarding introduced a Fast-Track setup flow and a profile survey that helped us better understand new users while guiding them to value more quickly.
Within the first two months after launch, we compared new users who completed Fast-Track onboarding with those who did not.
The results showed a significant improvement in early engagement:
Project creation rates more than doubled (65.19% vs. 26.64%)
Live project setup nearly doubled (21.38% vs. 12.94%)
These results validated that simplifying the onboarding flow and guiding users through the core setup steps helped new customers activate and experience the value of Usersnap faster.
The redesigned onboarding introduced a Fast-Track setup flow and a profile survey that helped us better understand new users while guiding them to value more quickly.
Within the first two months after launch, we compared new users who completed Fast-Track onboarding with those who did not.
The results showed a significant improvement in early engagement:
Project creation rates more than doubled (65.19% vs. 26.64%)
Live project setup nearly doubled (21.38% vs. 12.94%)
These results validated that simplifying the onboarding flow and guiding users through the core setup steps helped new customers activate and experience the value of Usersnap faster.
Final Reflection
Final Reflection
Final Reflection
This project was a cross-functional collaboration between product, marketing, and engineering. Together, we introduced a new onboarding experience that both improved the user journey and gave the team better insight into who our customers are.
The new sign-up survey allows us to better understand our users and creates opportunities to further personalize the product experience in the future.
This project was a cross-functional collaboration between product, marketing, and engineering. Together, we introduced a new onboarding experience that both improved the user journey and gave the team better insight into who our customers are.
The new sign-up survey allows us to better understand our users and creates opportunities to further personalize the product experience in the future.
This project was a cross-functional collaboration between product, marketing, and engineering. Together, we introduced a new onboarding experience that both improved the user journey and gave the team better insight into who our customers are.
The new sign-up survey allows us to better understand our users and creates opportunities to further personalize the product experience in the future.
let’s connect
let’s connect
I'm available via LinkedIn or Email for questions or conversation.