I designed a fully self-serve, post-payment onboarding flow structured into three clear stages, with autosave, validations, and data autocompletion to reduce friction and specialist dependency.
The solution — New onboarding flow
Impact & success metrics
The redesigned onboarding aims to achieve:
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Total onboarding time: ≤ 1 day
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Active user time: 15–20 minutes
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Day-1 completion rate: >80%
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Reduced onboarding specialist dependency, minimizing manual work
Role
Product designer:
I owned the onboarding redesign end-to-end in which I fully rethought the experience with a mobile-first approach, designing flows and UI for mobile, tablet and desktop.
I worked closely with Product, Engineering, Onboarding, and Sales to define functionality, resolve edge cases, align technical constraints, and define success metrics to support future iteration.
Tools
Figma, Notion, Sheets, ChatGPT, user interviews.
Conclusion
The onboarding process must balance customer needs with internal team efficiency.
My role
As a Product Designer, I owned the onboarding redesign end-to-end. I took over the project after an earlier iteration and fully rethought the experience with a mobile-first approach, designing flows and UI for mobile, tablet, and desktop.
I worked closely with Product, Engineering, Onboarding, and Sales to define functionality, resolve edge cases, align on technical constraints, and define success metrics to support future iteration.
This project was the first one built on our new design system (Shadcn + Tailwind). I partnered with Engineering to define tokens, align components, and document everything in Figma so the product design team could scale consistently.
Previous process (AS-IS)
There was no structured onboarding flow. The process relied heavily on human intervention:
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Manual kick-off scheduling via HubSpot
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1-hour kick-off call to request and validate data
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Information collected across multiple channels
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Manual status updates
Each step could take minutes or days, creating friction, rework, and idle time for both customers and internal teams.
The problem & why it mattered
After completing the initial payment (hardware + onboarding fee), customers couldn’t start using the service immediately. The onboarding team had to manually collect critical information through calls, emails, WhatsApp messages, and scattered forms, without a single source of truth.
This was a highly sensitive moment in the journey: onboarding is complex, the product isn’t trivial, and many customers felt lost or abandoned during their first days.
Impact:
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Average onboarding duration: ~14 days
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~30% of customers blocked due to missing information
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Onboarding NPS: 43%
“We constantly have to chase customers via WhatsApp or email to complete critical data.”
- Onboarding specialisy
Stage 1
General information
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Personal details
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Opening date
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Business address (Google Places with manual fallback)
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Brand name.
Stage 2
Shipping & implementation
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Hardware shipping address
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Implementation owner.
Stage 3
Tax information & Pay
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Tax certificate upload and validation
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Review or edit of extracted data
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Billing configuration
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Identity validation when applicable
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Bank account setup with automatic bank detection.
The flow ends with a “Next steps” video, replacing the kick-off call, followed by a “Meet your onboarding specialist” screen and access to Parrot Academy.
Overview
The goal was to reduce activation time from 14 days to less than 1 day, improve the initial customer experience, and reduce internal operational load.
Teams involved: Product, Engineering, Sales, Onboarding.
Learnings & next steps
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This project reinforced that onboarding must balance customer needs with internal team efficiency.
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Early product interactions reveal deeper usability gaps that should be addressed through design.
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Next, I would deepen user research around first-time expectations and continue iterating on education, guidance, and internal data consistency.
