Revamping Onboarding for Lynks
From Manual to Seamless Self-Service
UX Designer
B2B SaaS
Feb - Aug 2023
Impact & Key Metrics
📉 Reduced onboarding time from manual virtual sessions to self-service.
🚀 Increased customer activation rate significantly post-implementation.
✅ Created an intuitive end-to-end onboarding flow that was fully shipped and adopted.
📈 Streamlined user onboarding, resulting in acquiring five new customers with $16K ARR.
⚡ Drove a 25% improvement in user onboarding efficiency through the implementation of a streamlined self-onboarding feature.
Background
On this project i collaborated directly with two product managers, engineering lead, a team of developers and QA Analysts. I was responsible for the end to end design process including UX research, concept development, prototyping and developer handoff.
Lynks, a Swiss startup, helps small to medium business owners centralize their sales channels. Before my involvement, onboarding was conducted manually, with cofounders and managers personally guiding each new customer through the platform. This was time-consuming and not scalable as the customer base grew.
Problem Statement
How can we design a scalable, self-service onboarding experience that eliminates the need for manual intervention and enhances the user journey?
Research & Discovery
Understanding the existing process
I conducted stakeholder interviews with the cofounders and onboarding managers to map out the manual workflow and identify pain points.
Customer Insights
I analyzed past onboarding sessions and customer feedback to pinpoint where users struggled the most.
Competitive Analysis
I reviewed how similar SaaS platforms handle onboarding, drawing best practices into our strategy.
Defining the Solution
Our ideation phase consisted of a 2-day design sprint with all team members including our co founder, product managers, tech lead, software developers and QA Analysts.
After synthesizing insights and a 4-hour workshop with key stakeholders to review and build upon initial concepts I identified three key principles to guide the new onboarding flow:
Automation
Customers should onboard themselves without needing live support.
Personalization
The experience should adapt to different business types using Lynks.
Guided Experience
Users should be intuitively led through setup without overwhelming steps.
Wireframes & User Flows
I mapped out user journeys, ensuring that new customers could complete onboarding within minutes. The process was broken down into:
Step 1: Account setup & basic information collection.
Step 2: Sales channel integration (customized to business type).
Step 3: Account setting preferences and completion leading to the dashboard.
Final Design & Implementation
I designed the high-fidelity UI with a focus on:
Progress Indicators: Keeping users aware of where they are in the process.
Tooltips & Hints : Just-in-time guidance to prevent drop-offs.
Skip Step : Allowing users to skip steps and pick up where they left under settings.
Hifi designs
