How We Significantly Increased Customer Engagement by Streamlining the User Journey

Have you ever had a complicated app or online experience that wasn’t user-friendly? If so, you probably didn’t bother setting up your account or engaging with the system.

Role: Design Director

AT A GLANCE:

increase in user attachment

75%

growth in homepage engagement

45%

faster time-to-value

95%

growth in returning users

15%

increase in 1-month retention average

7%

The new approach informs users of their current state and their next action.

The Challenge

When the Prescient AI platform grew rapidly, the onboarding process and user experience felt fragmented and complex, leading customers to seek support rather than independently interact with the system. This put a strain on Prescient’s resources.

The legacy onboarding process didn't show the product or guide users based on their roles. Instead, it overwhelmed users with all options, leaving them confused about how to proceed.

The Fix

Listening to customers was the key to finding an intuitive solution that customers could easily and independently navigate without support. Fast, efficient systems make it significantly easier to engage with a brand. As director of design, my team and I used user feedback to understand more about the issues they faced when interacting with Prescient’s interface and to build a strategy that included a more centralized design, better navigation, and a stage-based onboarding process (and all in record time, with branding updates rolling out within a week!).

A flowchart illustrating product development stages from discovery to deployment

We streamlined the product process from conception to development. Alignment workshops and collaboration ensured teams were ready for the go-live release.

“The new onboarding process made it so easy to get started. I felt guided every step of the way.”

— Allan, Director of Growth, Consumer Goods

The Results

Weekly returning users increased by 10%, weekly active users increased by 35%, and homepage engagement nearly doubled, rising by a whopping 45%. There were 50% fewer Customer Success interactions, and users could see data populated in their accounts within hours instead of days.