Project made for Kamion, a TMS product owned by Loadsmart. I was responsible for leading the design side of this initiative to redesign the onboarding experience including platform UX improvements, self-onboarding features, and help content.

Comprehensive self-onboarding

Our main goal was to increase customer engagement and reduce churn. For that to be possible we created the Onboarding Taskforce, a working group with Product, Design, Customer Success, Sales, and Marketing teams aligning efforts to achieve our common goal.

My main objective in this project was to design a self-onboarding space for users to learn and understand the product's capabilities. Also, I wanted to improve findability by creating a clear path to facilitate users' daily tasks.

Get started page

Once the user enters Kamion for the first time, we receive them with 3 major steps to start functioning well, besides that we recorded 6 instructional videos explaining the platform's full potential, and then we organized direct links to the most used/wanted pages.

Principles

Comprehensive

Illuminating

Adaptable

Global search

We discovered that users had problems searching for specific features or entities within the platform. Therefore, I designed a search bar capable of searching for anything that would be constantly available to them.

Results

Since the first release, we have seen significant results. To follow up on our metrics, we built a dashboard on Mixpanel to monitor the product's performance.

Furthermore, 2 months after the release, we re-applied the Customer Effort Score (CES), and the Net Promoter Score (NPS) to understand better the impact of this initiative