Classcard | 2024
Key metrics
60%
↑22%
Onboarding completion Rate
45%
↑23%
First Trade Conversion Rate
150
↓37%
Support Tickets (per month)
OVERVIEW
Classcard, an educational platform, faced challenges in streamlining its onboarding process for users, including administrators and students. The goal was to design an intuitive, step-by-step onboarding experience that addressed key user pain points, improved data retention, and reduced the workload on the customer support team.
CHALLENGES
Lack of engagement in onboarding increased drop-off rates.
Incomplete setups created bottlenecks in acquiring users.
Unclear information of features complicated account management.
Ambiguity in features failed to sustain user motivation.
Goals
Collect essential user data during onboarding
Reduce the trial period to convert users faster
Enhance help documentation to empower users
Minimise customer support intervention
Simplify the workflow for smoother user onboarding
My role
Design
UX Design
Micro Design System
Dev Handoff
Team
Design manager
Product manager
3 engineers
Duration
2 months
User Profile
23 to 45 Years old (Male)
Tech Savvy
Business Agenda
To reduce manual onboarding effort for teams to handle lead conversions at scale
Research Insight
Users are not able to navigate once they are onboarded by the CS team
They aren’t able to explore certain key features on the app like automations, rentals etc
Many competitors have kept the onboarding interactive and gamified the process
Behavior science Anchored to the solution
Choice architecture
People like to be in control, and therefore like to know that they have choices
UI Snippets
If you’re interested to know about my complete design process,
You can request for access to the full figma file
Spoiler alert!
I never knew onboarding could be a fun project, from research to organising files for handoff, the learning was immense. The best of all, Figma’s onboarding process is so much fun! I took some inspiration from them on my profile too.
