Revamping Onboarding for a
B2B SaaS Product

Reducing
Onboarding Friction
Through
Progressive
Trust-Building

Redesigned the onboarding flow for a B2B SaaS platform that helps e-commerce brands track product visibility across AI search engines.

Role

Product Designer

Product Designer

Scope

Research · UX · UI

Research · UX · UI

Timeline

2 weeks

2 weeks

Platform

Web app

Web app

Project Overview

Onboarding is one of the most crucial flow in any business that retain the customers by using jargon free and easy navigation with minimal touch points. Reworked on a live onboarding flow reducing user drop offs and increasing conversion

A B2B SaaS platform for e-commerce brands was experiencing a critical drop off in user onboarding. 35% of users abandoned the flow at a single step before ever experiencing the product. Despite strong product market fit among those who completed onboarding, the flow itself was a barrier to adoption.

A B2B SaaS platform for e-commerce brands was experiencing a critical drop off in user onboarding. 35% of users abandoned the flow at a single step before ever experiencing the product. Despite strong product market fit among those who completed onboarding, the flow itself was a barrier to adoption.

Outcome

Initiated a new data scraping framework and implemented an existing free tool and later estructured the 5 step onboarding into a 6 step journey that demonstrated product value before requesting authentication.

Problem

A B2B firm I was part of helps e-commerce brands understand and improve their visibility across AI search platforms like ChatGPT , Perplexity, Google AI Overviews, and similar AI-powered commerce surfaces. The platform scrapes websites to analyze product visibility, generates competitive benchmarks, and recommends optimizations.

The product itself was strong. But the first time experience wasn't. Early customers reported significant improvements in visibility and click-through rates. But the problem was on onboarding that reduced conversion and increased drop offs.

A B2B firm I was part of helps e-commerce brands understand and improve their visibility across AI search platforms like ChatGPT , Perplexity, Google AI Overviews, and similar AI-powered commerce surfaces. The platform scrapes websites to analyze product visibility, generates competitive benchmarks, and recommends optimizations.

The product itself was strong. But the first time experience wasn't. Early customers reported significant improvements in visibility and click-through rates. But the problem was on onboarding that reduced conversion and increased drop offs.

Existing Sequence

Existing Sequence

  1. Identify their business

Users has to choose and fill out a series of forms about the business they run, which felt repetitive

Users has to choose and fill out a series of forms about the business they run, which felt repetitive

  1. Verify information

Those filled out details were verified once before proceeding which was an additional unnecessary touch point

Those filled out details were verified once before proceeding which was an additional unnecessary touch point

  1. Select what is to be tracked

Users had to choose a list of products that they want to track for AI Search Visibility

Users had to choose a list of products that they want to track for AI Search Visibility

  1. Define what is to be monitored

The maximum products that can be tracked was limited which was not educated to the users

The maximum products that can be tracked was limited which was not educated to the users

  1. Choose a subscription plan

A payment gateway has to be completed before entering the product without any viable hook

A payment gateway has to be completed before entering the product without any viable hook

  1. Integrate and connect tools

Users had to further connect additional tools to see the maximum result from the product

Users had to further connect additional tools to see the maximum result from the product

Redesigned Onboarding

The redesigned onboarding's main goal is to make the users stay throughout the entire flow reducing drop offs and
increasing conversion. A change in tech stack, following a design system and making the flow simple and easy
through clean UI will make the flow better and revenue oriented.

Insights

The onboarding redesign had a tremendous impact on the product

7X

The chances of a client onboarding increased 7 times

5%

Drop off rate reduced from 30% to 5% in less than 8 days of implementation

4 Minutes

Time to onboard a new client came down to 4 minutes. Earlier it was 12 minutes on an average

Final Revamp

Final UI was designed over a period of 3 days with the shadcn Design System on Figma using Claude Code to
generate onboarding Animation built on TypeScript.

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