Customer onboarding
Customer Success
Onboarding: understanding the Customer journey and filling the gaps
Working closely with the Customer Success Engineering team, I identified the customer journey from software purchase to deployment – and all the moments of opportunity inbetween.
The goal was to conduct a Discovery phase and through a series of interviews and craft a combination of UX, Content, and Organizational strategies that would put customer onboarding at the forefront of the Customer Success organization.
PROBLEM
Sonatype customers don’t have a clear understanding of the onboarding journey. How can Customer Success enhance the experience?
UX Research Synthesis
Discovery Interviews
Onboarding Journey
