Ciarán Crawley

UX Designer

Design

About me

Contact

Resume

Ciarán Crawley

UX Designer

Resume

Ciarán Crawley

Ciarán Crawley

UX Designer

Design

About me

Contact

Resume

Customer Onboarding

Consulting a business client on improving their onboarding experience

As part of a Bentley University graduate course on qualitative research, a team of three students and I consulted a SaaS B2B E-commerce client on their interview process and provided insights into improving the client onboarding experience.

Our goal was to understand and pinpoint frictions and opportunities in the customer onboarding journey across 4 integrated e-Commerce platforms to make onboarding smooth, streamlined, and help customers hit the ground running!

This work is confidential- the client is removed from this case study. Please reach out if you would like to learn more.

Client

SAAS B2B Ecommerce Client

Key Skills and Responsibilities

User Research, Presentation Design, UX Design, Service Design

Team

UX Designer, 2 UX Researchers, Project Manager

Tools

Figjam, Zoom

Research Goals
Research Goals
Research Goals
Understand
Faculty had low awareness of the process
Understand

Understand the frictions and opportunities in the current customer onboarding journey

across 4 main integrated e-Commerce platforms

Discover
Discover
Discover

Discover how onboarding is implemented at other B2B SaaS/software companies

Inform
Inform
Inform

Inform areas the company should invest in to ensure smooth, efficient, and frictionless onboarding

Establish
Establish
Establish

Establish baseline to measure onboarding improvements over time

Research analysis was done on sixteen f2f interviews and survey results collected by the client up to mid-November to distill highlights, needs, wants, pain points, and areas for improvement for the onboarding experience.

The most impactful commonalities to the business and overall customer experience are identified in seven key themes.

  • Positive feedback is provided on responsive support communication, comprehensive documentation, and a smooth experience after implementation. 

  • Six primary areas for growth include

  1. Gaps in customer relationships & tailored solutions

  2. Misaligned expectations in initial customer touchpoints

  3. (Perceived) product gaps

  4. Potential disconnect between internal client teams

  5. Migration issues

  6. Inaccurate or outdated documentation

Research analysis was done on sixteen f2f interviews and survey results collected by the client up to mid-November to distill highlights, needs, wants, pain points, and areas for improvement for the onboarding experience.

The most impactful commonalities to the business and overall customer experience are identified in seven key themes.

  • Positive feedback is provided on responsive support communication, comprehensive documentation, and a smooth experience after implementation. 

  • Six primary areas for growth include

  1. Gaps in customer relationships & tailored solutions

  2. Misaligned expectations in initial customer touchpoints

  3. (Perceived) product gaps

  4. Potential disconnect between internal client teams

  5. Migration issues

  6. Inaccurate or outdated documentation

Research analysis was done on sixteen f2f interviews and survey results collected by the client up to mid-November to distill highlights, needs, wants, pain points, and areas for improvement for the onboarding experience.

The most impactful commonalities to the business and overall customer experience are identified in seven key themes.

  • Positive feedback is provided on responsive support communication, comprehensive documentation, and a smooth experience after implementation. 

  • Six primary areas for growth include

  1. Gaps in customer relationships & tailored solutions

  2. Misaligned expectations in initial customer touchpoints

  3. (Perceived) product gaps

  4. Potential disconnect between internal client teams

  5. Migration issues

  6. Inaccurate or outdated documentation

Prototype for the Planet

Creating a 2-day designathon 
to create innovative solutions for a real-world environmental challenge.

View Project

The Innovation Pipeline

Improving faculty engagement with emerging academic technologies

View Project

One Waterfront Motion Graphics

Animations showing the history and future of Boston

View Project

Prototype for the Planet

Creating a 2-day designathon 
to create innovative solutions for a real-world environmental challenge.

View Project

The Innovation Pipeline

Improving faculty engagement with emerging academic technologies

View Project

One Waterfront Motion Graphics

Animations showing the history and future of Boston

View Project

Parks + Equity Atlas

Paper Cut Out Illustrations For Public Space

View Project

Atgyfodiad

Book binding project containing poetry from the Aneirin, one of the Welsh language's four ancient books

View Project

Customer Onboarding

Consulting a business client on improving their onboarding experience

View Project

Prototype for the Planet

Creating a 2-day designathon 
to create innovative solutions for a real-world environmental challenge.

View Project

The Innovation Pipeline

Improving faculty engagement with emerging academic technologies

View Project

One Waterfront Motion Graphics

Animations showing the history and future of Boston

View Project

Parks + Equity Atlas

Paper Cut Out Illustrations For Public Space

View Project