Procore Kickoff
Designing a new, in-app onboarding experience
Digitized a 4-hour, phone-call-heavy onboarding process into an in-product checklist experience across 25 product tools — reducing time-to-value by 40% for 15,000+ active projects.
Overview
The Problem
Role & Process
My Role Lead Content Designer
Team
1 Designer, 3 Engineers, 1 Product Manager
Platform
Web App
Tools
Figma, Contentful
Project Results
Onboarding new clients to Procore required at least four hours of phone calls. The Kickoff project created an 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: a project home page that did not help new users get set up on their own.
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.
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.
After Kickoff: a side panel organized by tool category so customers could learn setup tasks in context.
Empowering other teams to contribute to Kickoff
I created documentation that included a deck walking stakeholders through how they can access Kickoff components in Figma and write their own content for any new tools or features their team was releasing.
