Platform Activation & Onboarding Redesign

Problem

The activation and onboarding to our B2B cybersecurity platform was slow and complex, including multiple steps, complicated language, and it prevented users from accessing their main dashboard, which added friction for users to be fully onboarded.

Goal

Reduce time and friction for users to experience value more quickly while aligning with company growth and rebranding efforts.

My Role

• Owned the activation and onboarding funnel end-to-end

• Defined onboarding milestones and success metrics

• Led iteration and redesign based on user feedback and behavioral data

Solution design, tradeoffs, and execution

• Prioritized reducing and removing onboarding screens and chose to implement a quicker task-based experience in the main dashboard with clear progression

• Reduced cognitive load by introducing a new set of default settings that allowed users to enjoy the minimum level of security right away

• Removed unnecessary and complex cybersecurity terms and feature explanations in favor of messaging focused on why each feature matters to users

• Introduced SSO and passwordless sign-up and login experiences

Results

• Removed 90% of unnecessary screens, tooltips, and steps between account creation and landing on the dashboard with a basic level of security

• 39% increase in feature activation outside of default settings

• Increased the speed to experience value for users and introduced default settings

Key Learnings

• Increased speed to onboard and clear completion marks sets better user expectations

• Default settings reduce friction and build trust for complex B2B products A transparent and simpler onboarding experience improves user adoption and decreases the number of support calls scheduled to help set up the platform