SaaS Onboarding Redesign
Reducing customer churn by transforming an overwhelming user experience into a simplified, seamless flow.
The problem
My Role
Research | Analysis | UX & UI | Microcopy | User Testing
AccessAlly, an edTech SaaS tool, was experiencing a critical drop-off in
user retention, particularly with newly-acquired clients. As part of a full interface redesign, the onboarding flow needed to be re-worked to align with the needs of a changing user base and increasingly complex product.
Exit surveys revealed users felt overwhelmed by a fairly significant learning curve, and frustrated with having to configure settings they didn’t understand before seeing any value from the product.
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