Hightouch
Post-Workspace Onboarding 3.0
Goal
Guide new users after account setup toward their first “aha moment,” reducing drop-off and helping them feel confident navigating the product.
Role
Product designer
Timeline
10 weeks
Problem
Users often completed signup but stalled once inside the workspace. With no clear direction, they became overwhelmed and disengaged.
How might we…
Help users discover their next best action, celebrate progress, and reduce the risk of early abandonment?
Opportunity
Revisiting the onboarding process provided an opportunity to refine the user flow, expand UI elements, and integrate contextual resources seamlessly into the product experience, enhancing user engagement and retention.
Support
To address this, we focused on refining the user flow and enhancing the UI. One highlight was the implementation of NBA (Next Best Action) as a guiding resource, aiding users through the onboarding process.
Nav Bar Simplification
Optimized the navigation bar by incorporating clear visual cues and grouping functions logically, improving user navigation efficiency and overall usability.
Exploration
Empty states
Introduced a set of icons to represent different areas of the workspace, improving visual clarity and aiding user comprehension.
Next best action
Option 1
Option 2
Option 3
Simplified the user experience by removing complex illustrations that added unnecessary noise, enhancing the efficiency of decision-making processes.
Setting up
Removed distracting videos from the setup process, replacing them with human-centric options such as live chat and scheduling calls to maintain user engagement and focus within the platform ecosystem.
Option 1
Option 3
Option 2
Option 4
Primary navigation
Redesigned the primary navigation to align with brand values of movement and scalability, utilizing visual dividers to group functions logically and indicate progression.
Post-Workspace Onboarding 3.0
Upon completing the setup process and connecting sources and destinations, users are guided through their first sync with enhanced empty states and NBA prompts, keeping them focused and informed.
Outcomes
The introduction of Post-Workspace Onboarding 3.0 signifies a substantial improvement in user experience, addressing previous pain points and enhancing user empowerment.
Reflection
By shifting onboarding beyond signup, we reframed activation as a journey, not a one-time flow. Contextual prompts, progress visibility, and moments of delight work together to build lasting engagement.