Piecing it together: how to design cohesive onboarding

We created an end-to-end onboarding experience that is a shared responsibility across multiple teams, including product, sales, marketing, customer engagement, and business operations. To achieve this, we formed a dedicated team - Team Onboarding - to oversee the entire process, while empowering other teams to contribute and own aspects of the onboarding flow. We designed a modular onboarding framework that consists of discrete objects and principles, allowing different product teams to easily create onboarding content for various use cases or features. This framework is built around a series of levels, each with clear objectives and success metrics, guiding customers through a learning journey from basics to advanced concepts. The design system also includes guidelines and principles to ensure modularity and extensibility, enabling other teams to build upon our onboarding system. Ultimately, this approach enables us to create a cohesive end-to-end customer experience that is adaptable to various use cases while reinforcing the value of our product.

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