Procore: The Kickoff Project - A New Onboarding Experience
Context
Onboarding new clients to Procore required at least four hours of phone calls. We had a huge opportunity to digitize onboarding in the product – and improve the first-time user experience.
The Kickoff project aimed to maximize customers’ success during their first 90-day experience using their new Procore account, projects, and tools.
Before Kickoff: No in-app onboarding experience. Only a “project overview” that doesn’t help new users get set up on their own.
After Kickoff: Side panel broken down by tool category allowing users to get started on learning how to set up and use their Procore tools.
Project Results
Working closely with Design and Product, we created an entirely new onboarding experience from Account Setup to Tool Onboarding for 25 product tools, which delivered a 40% reduction in time-to-value for customers and drove engagement for 15,000+ active projects.
My Role & Process
I led the end-to-end content strategy, from participating in the initial design sprint brainstorming our project goals and ideas to performing QA on the entire experience once launched.
Met with subject matter experts from each product tool to define key tasks customers need to complete to get the tool set up.
Based on content needs, worked with product designers to create a new side panel checklist experience in which customers could access onboarding content without leaving the product.
We settled on “4-tier” checklist design, in which customers would drill down from the tool category > tool > onboarding steps > conversational support summary to learn how to complete a task without having to navigate away from the product
Authored all UI content for each 4-tier checklist and developed prototypes in Figma that could be shared out to stakeholders.
Managed content deployment via Contentful, working closely with engineers to identify and resolve any bugs during testing.
Created a self-serve kit of writing and design guidelines that would allow project managers and other stakeholders to create their own onboarding content for new tools and features.
Slide 1: I created a deck that walks stakeholders through how they can access Kickoff content components in Figma and write their own content for any new tools or features.
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