Project Name 1
Redesigned onboarding for a school platform — improved completion by 32%.
Overview
Schools were losing families during sign-up because the flow asked for too much, too early, and error messages were easy to miss. The goal was a calmer, clearer path that still captured what the product needed to operate.
I partnered with customer support and success to map where people hesitated, duplicated effort, or abandoned — then reframed the experience around progressive trust: collect only what we need at each step, explain why it matters, and surface recovery paths when something goes wrong.
What I did
Mapped the end-to-end journey with support and success teams, prioritized questions by urgency, redesigned field grouping and progressive disclosure, and ran moderated sessions with guardians and admin users before shipping.
Deliverables included updated wireframes and high-fidelity screens, a short content style guide for form labels and errors, and a prioritized backlog of follow-ups for edge cases surfaced in research.
Outcome
Completion of onboarding rose by roughly 32%, with fewer abandonments at the billing and verification steps.
Support tickets related to confusion during sign-up dropped in the weeks after launch, freeing the team to focus on onboarding schools to deeper product workflows.