Onboarding in a Day

Growth

Onboarding 2 — Forty sessions of notes, sorted by the step that lost people

Onboarding 3 — The support desk on the day the two help articles were retired

New Ledgerline accounts took a median of nine days to send their first invoice, and most of the ones that took longer than two weeks never sent one. The onboarding had eleven steps, three of them about settings nobody changed.

I cut it to four steps, moved the settings to the moment they were needed, prefilled the invoice from the signup form and sent the first one as a test to the user's own address. Nothing about it was clever; the work was watching forty people try it and taking things away.

Median time to first invoice went from nine days to one, thirty-day activation rose from 41% to 63%, and the support team retired two help articles. This is the launch I show people who think onboarding means adding a tour.

Project info

Company: Ledgerline
Year: 2021
Role: PM, growth
Outcome: 9 days to 1, time to first invoice

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