Simplifying and speeding up SaaS onboarding
Adjust is a mobile marketing analytics platform. Its lengthy onboarding often requires Customer Success support, delaying value delivery and reducing adoption.
00
problem
Este es el outcomes te adjust
solution
Simplify the onboarding process to reduce setup time, decrease Customer Success consultations, and improve user engagement with advanced platform features. Transform Adjust's complex onboarding into a streamlined, intuitive experience that enables successful app setup without extensive support.
I used a collaborative, research-driven approach emphasizing cross-team knowledge sharing, user validation, and iterative design improvements.
The approach started with knowledge-sharing sessions across stakeholder teams, followed by global user interviews and competitive analysis. I facilitated collaborative brainstorming to explore solution directions, then conducted multiple rounds of user testing with interactive prototypes to validate design decisions before implementation.
year
2022
timeframe
4 Months
tools
Figma, Maze & Mixpanel
category
B2B - Saas
01
Tabs allows users to move from different tasks at the same time and complete them with more freedom
02
Advanced settings are grouped for 64% of our users
03
Users had more visibility about the updates of the SDK, events and platforms status
outcomes
The redesign transformed onboarding from a confusing process into an intuitive, guided experience. Key innovations include flexible setup flow, improved team collaboration features, and contextual help explaining each step's purpose and benefits.
learnings
Three core principles guided the design: "Assist, don't take over"; providing flexibility when plans change; "Provide context"; showing how steps interconnect; and "Less is more"; ensuring every element adds genuine value. The philosophy recognized that mobile marketing setup is complex, so design should reduce cognitive load rather than oversimplify technical requirements.
18%
Reduce Churn Rate
From 24% to 18%
16%
# of tickets for SC
Users were able to complete the onboarding without support
7%
Best practices
Tabs allows users to move with freedom and follow the setup easier
