Velt Onboarding


Tailoring onboarding for non-technical sales teams and developers to ensure a hassle-free installation


Background

I lead the redesign for Velt's Onboarding - an SDK (software development kit) that enables teams to collaborate via comments, video, and audio on any live product.


My role

Product Designer

Team

Hensen Huynh, Jonathan Lin

Project Type

B2B, Desktop


Problem

Initially, we designed a generic onboarding process tailored for developers using Webflow. As the product scaled and attracted developers who used diverse website builders, onboarding completion rates dropped.



Research

MixPanel data revealed the highest drop-offs occurred on the code installation page. I followed up with interviews to determine why.



Issues locating where to paste code.


Our developers come from various platforms like Webflow, Shopify, Framer.io, etc. Even with their technical expertise, it's time consuming navigating through settings to find the custom code section.



Forgetting to save code.


After pasting the code into the custom code section, some developers forget to save, which prevents the product from appearing.



Lack of technical knowledge.


Sales teams who discover the product lack the technical knowledge needed to install the product. This lack of understanding hinders their ability to evaluate the product and demonstrate its value to decision-makers.

Solution trade-offs
with XFN partners

"How might we assist both developers and non-technical sales teams in installing the provided code"


Before starting the design process, we mapped out the needs of each user segment. For instance, developers require a quick way to install code, while sales teams need to explore the product before recommending it to higher-ups. Based on our synthesized pain points and needs, we brainstormed several solutions, including integrations to simplify code installation, linking to a website after copying the provided code, creating a code documentation page, and inviting a developer for installation. We ultimately focused on inviting a developer to install and linking a website after code copying. I then created a user flow tailored to these two segments and identified where it would fit within the overall experience.



User flow focused on non-technical users and developers


Testing early iterations
of developer invites
and direct installation
links

Usability testing showed that onboarding became more efficient for developers, but when non-technical teams invite developers to install, it often isn't their top priority.


Developers gave positive feedback on the installation process, regarding efficiency. However, a minor usability issue was the small size of the direct link, which I addressed by changing it to a button and using progressive loading. On the sales side, users completed the invitation flow but felt they couldn’t test it immediately. To address this, we added a link to a sandbox environment for instant testing.



Final solutions

Tailored onboarding for developers with diverse backgrounds

"As a developer, I want a straightforward installation process that minimizes setup time and complexity."

The onboarding process is customized for developers using various platforms, including Webflow, Shopify, and Framer.io. On the code installation page, developers receive a link directing them to the appropriate location for pasting the code. If not installed correctly, a troubleshooting page will appear to assist them.


Inviting a developer to install

"As an account executive, I want a straightforward process for trying out or setting up the product, with minimal technical barriers."

Non-technical teams who discover the product can now invite a developer from their team to handle the installation. They can accomplish this by sending an email to the developer, which includes the instructions and access details to complete the setup.


Impact

3 months post launch



50%


We saw a massive lift in onboarding completion rate within 3 months of launch.



2x


The amount of revenue seen in Q1 2023 jumped due to higher onboarding completion rates.

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