Q4 2023
Designed and launched a self-serve video onboarding series that improved activation rates while reducing production costs—laying the foundation for future high-touch onboarding programs.
User-tested website design maximizing engagement and activation
Challenge
Before Mylio’s high-touch onboarding program existed, new users were left to navigate a highly customizable and feature-rich product on their own. Without structured guidance, many became overwhelmed or stalled during setup, leading to lower activation rates and increased support demand.
The challenge was to create a scalable onboarding solution that could guide diverse users toward success without requiring one-on-one assistance.
Approach
I led the creation of a self-serve onboarding experience centered on a “golden path”—a clear, step-by-step setup process optimized for the widest possible range of users.
- Scripting Efficiency: Personally wrote all scripts, avoiding costly outsourcing while ensuring clarity and brand voice.
- Cross-Functional Validation: Collaborated with Product and Customer Success teams to align steps with real-world usage patterns and support trends.
- UX Collaboration: Partnered with Mylio’s UX team to design a clean, intuitive web onboarding page where videos could be easily found and consumed in sequence. The layout emphasized visual clarity, logical step order, and quick navigation for users with varying technical comfort levels.
Execution
- Produced a series of short, focused videos covering each step: download, install, account creation, and library setup.
- Launched a dedicated website onboarding hub where new customers were forwarded immediately after download.
- Embedded the videos with clear written instructions and calls-to-action, making it easy for users to follow the process without pausing for support.
- Repurposed the videos for onboarding emails and help center content to maximize reach.
- Ensured accessibility with captions and clear visual cues for each action.