Design user onboarding for B2B SaaS

The image above is a public image on Sievo website here.

Context

I did this project while I was working at Sievo in Helsinki, Finland. Sievo is a B2B SaaS company providing procurement analytics solutions for large corporations.

Team

Head of design, a service designer, and myself as a junior service designer

Timeline

4 months: 10 May 2021 - 27 August 2021

‍PROJECT BACKGROUND

Onboarding new users and further educating existing users are currently challenging. While responsibilities are split up between different Sievo teams, we lack tools and a holistic plan to tie all the parts together.

‍

PROJECT GOALS

Create a holistic view of user onboarding
Increase Sievo usage
Make onboarding a sales differentiator
Reduce manual workload in the onboarding process

‍

WHAT I DID

I used the five-stage of design thinking to approach the challenge.

Stage 1: Empathize

Conducted ~10 internal interviews to understand how Sievo onboarding works and identify current limitations
Read documentations of how Sievo products work
Studied responsibilities of all other departments

Stage 2: Define

Created flowcharts to visualize the current onboarding process and point out areas of improvements
Documented and presented findings from the interviews to the manager

Stage 3: Ideate

Collected improvement ideas from different teams
Brainstormed and sketched multiple ideas

Stage 4: Prototyping

Designed new onboarding elements on Figma following Sievo's design system
Wrote contents for these elements

Stage 5: Testing

Tested visual and contents of new onboarding elements internally

‍

MY DELIVERABLES

A document explaining hidden limitations of the current onboarding process
Journey maps to visualize the holistic current and improved onboarding process
Designs and preliminary contents of 5 onboarding components, including the first login page, a product tour, an onboarding checklist, Sievo Academy for normal and super users