Onboarding
Designing onboarding for nearly 5 million users
Simplifying a self-service onboarding platform meant treating UX, operations, and infrastructure costs as one product problem.
Problem
The self-service onboarding platform served approximately 5 million users. Complex flows made it harder to complete onboarding without help and created avoidable support demand.
Constraints
Code quality alone was not enough to judge the right decision. UX clarity, operational cost, and infrastructure constraints all affected the product outcome.
Decision and implementation
I worked on simplifying the product flows around the questions users needed to answer and the decisions they needed to make. We evaluated architecture and product choices together, treating operating and infrastructure costs as part of the design.
Trade-off
The work favoured simpler paths that reduced user confusion and support demand instead of technically elegant changes that would add operational burden.
Impact and lesson
Support demand fell by approximately 1,600 calls per day. Product engineering means owning the cost of a confusing experience, along with the quality of the implementation behind it.