The Onboarding Issue

Onboarding for complex digital products can take months. Between documentation, access and learning, an onboarding team often finds itself overwhelmed with too many things to do and can encounter several friction points not only with the client but also with other areas.

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That's why we created Digitaliza, a content design project to relieve onboarding consultants from one of the most time-consuming processes of implementation: the learning process. 

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Digitaliza is basically a place within the product in which the user can access a Content Center, learning the software basics through videos, articles and guides. 

To create the best content posible focused on learning, we had countless meetings with the implementation team to understand how they usually teach users about the system. We analized how they explained the functionalities to clients and gatherd the main doubts they had during the process. 

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After that, we structured the content order according to the needs established by the consultants and clients. Aligning the pain points of each party in the process was important to ensure that both the presentation and consumption of this content had maximum use. 

The main outcome of this project was the reduction in implementation hours for the consultants. Additionally, we could see that clients entered the onboarding process with a better understanding of the tool, bringing questions related to their company strategies and customization possibilities. 

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We found that we had embedded our business into another layer of the client's operations: now, it was possible to look at implementation beyond the basics because the basics were already being addressed with the Digitaliza content. How cool is that?