Delight Path

Process Overview

Phase 1: I'll audit your current onboarding experience.

The Onboarding Growth Sprint kicks off with a 90-minute onboarding audit session with 3 to 6 of your team members. Together, we'll review:

• What success looks like for your customers.
• The onboarding metrics that you currently track.
• The bottlenecks and unnecessary friction in your onboarding.

I'll also review any other info you may have, including sales and onboarding call recordings and user session data.

Phase 2: I'll build for you a habit-forming onboarding experience.

After the audit, I'll create a bespoke customer onboarding strategy for your product, which could include:

• In-product guides, including checklists, empty states, etc.
• Onboarding communication and email messaging guidelines.
• (If it applies) human-touch strategy from the sales and CS teams.

Every product is different, so I'll fine-tune the onboarding strategy specifically for your business.

Phase 3: I'll deliver the new onboarding experience to your team.

After two to three weeks, I'll host a 75-minute consulting session with your team to review the onboarding strategy. I'll deliver:

• A map of your new customer onboarding flow.
• Messaging guidelines for emails and sales/CS outreach.
• In-product onboarding wireframes with ready-to-use copy.

I'll give you everything your team needs to build an onboarding process that delights and keeps your customers coming back.

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