A human-centered AI program that aligned teams, scaled support, and boosted early user success.

Context

Mylio, a privacy-focused B2C/B2B SaaS platform, attracted strong top-of-funnel interest—but early engagement was weak. New users struggled to grasp the product’s core value, leading to low activation and high churn risk.

My Role

As Head of Marketing & Operations, I was tasked with redesigning onboarding in a way that:

• Delivered clarity and personalization at scale
• Aligned cross-functional teams
• Didn’t require a proportional increase in support resources

Action

I led the design and deployment of a scalable onboarding experience built on empathy, segmentation, and AI augmentation.

Key actions included:

• Mapping the onboarding journey with Product, Support, and Marketing
• Using AI for:
  • Industry research and onboarding concept validation
  • Accelerated content production for segmented messaging
  • Agentic AI support coverage for golden-path onboarding questions
  • Transcription of support calls using Fathom → mined for product insights
• Building lifecycle workflows in HubSpot and Intercom using branching logic
• Linking product usage milestones to automated, behavior-triggered guidance

Results

• +27% increase in activation rates
• 2× improvement in 60-day retention