Onboarding CRO

Simplifying Onboarding for a Cloud SaaS Platform

GTM team saw onboarding conversion jump from
(20–30%) → (60–70%)
0 %

Industry

B2B, SAAS, Cloud 

Scope

Redesign | UX Research | Conversion Strategy

Duration

2 weeks

Tools

Figma , Figjam, Miro

The Problem

This technical barrier frustrated non-technical users (like managers), overwhelmed first-time visitors, and significantly impacted the go-to-market team's ability to convert new prospects. As a result, onboarding completion rates dropped, and only 20–30% of engaged leads successfully activated the product.

Challenge

Design an onboarding experience that accommodates multiple user personas — from non-technical managers to technical cloud engineers — while reducing friction, minimizing effort, and clearly demonstrating product value within minutes.

Approach

To address the onboarding friction, I followed a structured STAR 🌟 Approach to s rooted in Design Thinking and Lean UX principles

Design Thinking

Empathize

The existing onboarding flow was overwhelming and overly technical for new users across all personas. Regardless of their role, every user was forced to go through a multi-step technical setup, including

The GTM team reported that out of every 10 prospects, only 2–3 were successfully onboarded, primarily due to the complexity and lack of flexibility in the onboarding experience.

Define

Reframing the Challenge

How might we design a simplified onboarding flow that welcomes both technical and non-technical users, and allows them to see immediate value — without requiring complex setup?

Ideate

Research and Insight-Driven Concepts

I led a focused discovery phase:

Created persona maps and clarified motivations

Design

The New Experience

We redesigned the onboarding to focus on passive value discovery before any setup:

This insight-based approach allowed users to:

Outcome

Users reported taking faster, more informed actions
0 %
Improvement in turnaround time for identifying and solving platform issues
0 %
First time Product users figured out the Issues in the first go
0 %
4/5 - (1 vote)