Aiven is a SaaS product which offers managed open-source cloud services to developers.
Developers can test the services with a free trial. Although the product can also be used through API and Terraform, the web app is the point of entrance for first-time visitors.
Aiming to help users get started quickly, grow conversions, and reduce customer support work, the team set out to create a new user onboarding experience.
I worked as a project co-owner together with a growth specialist. We collaborated with teams in marketing, analytics, product, engineering , and customer support to deliver the experience.
I facilitated workshops to align priorities, collaborated with customer-facing teams to surface user insights, created onboarding flows, and helped set up user analytics.
Collaborating with customer-facing teams—sales, customer success, and customer support—helped surface user insights and identify areas of opportunity.
An onboarding checklist shows key actions that help users get started. Clicking on an item launches a flow guided by tooltips. Tooltips focus users' attention on the task at hand.
The onboarding tour helps users get started quickly, learning by doing.
Launching this onboarding experience was a result of collaboration across teams. Continuously gathering and sharing knowledge helped teams build on each other's work.
Wearing many hats in a fast-growing company was an exciting challenge. I learned to continuously share findings, iterate, and adjust workshop formats to adapt to the teams' needs and availability.
Designing for developers was exciting - there's always something to learn and understand about users whose interface of choice is usually the command line.