Product onboarding
Y42 is a web-based Data Orchestration Platform that provides
a unified space for building, monitoring,
and managing data pipelines. With built-in Git version control functionality, it enables seamless management of changes and versions, and facilitates collaboration among big data teams.
One of the most significant projects I undertook
was enhancing the Y42 onboarding experience,
closely linked with the product trial process.
Year
2024
Timeline
3 months
Tools
Figma,FullStory,HEX,PostHog,Shepherd
My role
Sr Product Designer,UX/UI Designer,Researcher,Design System
DesignerTeam
Product Manager,Product Designer,Sales Team
Problem statement
Design challenges
- “Aha” moments are unclear and occur deep within the app
(not within the first 10-15 minutes) - The global process for using the platform is neither obvious
nor transparent - Potential customers are unlikely to share their data or credentials during the FTU/trial experience
Business
problems
- About 3.3% of those who tried a free trial/applied for a free trial converted to paying customers
- Around 40% users dropped after scheduling a demo
- Open trials lack capacity for the customer success, support, and sales teams to support every potential client
- The product fails to activate and generate new clients effectively (without supervision)
- The existing onboarding experience, which consists
of product documentation, is ineffective for self-service.
It poorly guides users to “Aha” moments, activates them, accompanies and supports them, and helps them navigate
the common platform flow.
Business
goals
Drive product-led growth by increasing the number
of users signing up for trials and converting to paying customers
Replace sales demos
Collect information about users to attract leads
and decision-makers
Identify users with a budget for data tools who
could become potential clients
Process & solution
Process
Discovery
Watch FTU user sessions; collect existing user feedback & identify existing issues; design audit.
Conduct user interviews
To assume AHA moments; to understand existing onboarding challenges and pain points.
Flow & service blueprint creation
Create the onboarding flow and service blueprint that considers different teams and touch points to ensure our users are always supervised, supported, and notified.
Create designs & documentation
Creating design documentation; contribute to design library.
Release & Design QA
Collect user feedback, measure metrics, iterate
Design
goals
- Make the trial version of the product open
to all and support users with a self-onboarding experience - Assume “Aha” moments for now based
on the existing data - Collect users’ information to create a more personalized onboarding experience with more focus
on identified “Aha” moments in the next iteration - Increase user engagement and feature adoption
- Make the process on our platform transparent, supporting and guiding users effectively
- Showcase the product’s possibilities with minimal effort and without requiring users’ sensitive data
Our
solution
- Implement onboarding in two iterations
- Guide all users to the Sandbox Space with a pre-configured data pipeline to showcase our product
in a controlled environment - Create an interactive demo scenario to provide
an overview of the end-to-end process without requiring manual configuration - Present questionnaires about users’ expectations and use cases at the beginning and end of the trial
Final designs
Designs
Achievements
Key result
After 3 months of new trial experience…
Highlights
- Conversion to subscription
- +24%
- Users reached aha moment
- +32%
- New clients
- 26
Users activate around 3 days earlier on average (7 days).
The CS team reported a lower number of support requests.
Significantly decreased the time spent by our Sales and CS teams supporting our users.
Essential quantitative and qualitative information collected for the next iteration.
