Context
As more users signed up to iMedicina, we faced a new challenge: many users found the platform’s initial setup process overwhelming. The complexity of configuring the software caused users to abandon it before experiencing its full value, which led to lower adoption rates and higher churn.
Challenge
The challenge was to improve the onboarding experience and ensure that new users could complete essential setup steps easily, without needing extensive customer support. We needed to increase user adoption and engagement by providing a seamless onboarding process that demonstrated the platform’s value early on.
Solution
I led the creation of a Welcome Wizard, a guided onboarding tool designed to help users complete the necessary setup tasks step by step. The wizard broke down complex configurations into manageable tasks, making it easier for users to set up their accounts, customize their settings, and start using key features.
The wizard was integrated into the platform, and its design was focused on reducing friction during the initial setup. It provided clear instructions and prompts, ensuring that users completed critical steps before moving on to more advanced features. I also worked with the development team to integrate data tracking, allowing us to monitor how users interacted with the wizard and where they faced difficulties.
Results
The Welcome Wizard dramatically improved onboarding completion rates, leading to higher user adoption and engagement. It also reduced the workload on the customer support team, as users were able to set up their accounts independently. By ensuring that users saw the value of the platform early on, we increased retention and decreased churn.