VTS was struggling with a major onboarding issue—only 8% of users successfully completed the process. This poor success rate discouraged adoption and placed a heavy burden on Customer Support (CS), which frequently had to unlock accounts or reset passwords.
After investigating the issue, I discovered that bad data hygiene was the primary reason users were failing onboarding. Since data inconsistencies couldn’t always be prevented, I redesigned the flow to reduce points of failure. This involved reordering key actions to minimize the impact of bad data, even at the cost of adjusting user mental models.
Additionally, I removed unnecessary steps and optimized backend queries to prevent errors. These changes resulted in a dramatic improvement—onboarding success rates increased from 8% to 84%, significantly reducing friction for new users and the support team.
VTS faced a significant challenge with user onboarding—only 12% of users successfully completed the process, leading to frustration and low adoption rates. Many new users encountered roadblocks that required Customer Support (CS) to step in, often to unlock accounts or reset passwords. This high-touch intervention was inefficient and unsustainable.
https://www.figma.com/design/8nGc9kfykcHQPd1cOve04U/Reimagining-Onboarding-(Q4-2024)?node-id=4397-2641&t=jxPi38lFYYxmTj8r-1
https://www.figma.com/design/8nGc9kfykcHQPd1cOve04U/Reimagining-Onboarding-(Q4-2024)?node-id=4404-1702&t=jxPi38lFYYxmTj8r-1
https://www.figma.com/design/8nGc9kfykcHQPd1cOve04U/Reimagining-Onboarding-(Q4-2024)?node-id=3756-19088&t=jxPi38lFYYxmTj8r-1
