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Company
NCXProject
Onboarding walkthrough  (2024)Contributions
UX Design, Research, Content Strategy, Content WritingRole
Design Lead
Industry
Climate, Finance



Optimizing onboarding for engagement and completion rate



NCX, a marketplace that helps landowners find climate programs for their land, had a lengthy onboarding that didn’t provide critical context to help landowners add their land, learn what the platform provides, and collect all the information we needed to fully assess their land. 

From metrics, I identified that users were struggling to navigate our complex onboarding, and were dropping off before they completed it. They also weren’t adding all the information we needed for land assessment, and overall customer support tickets around onboarding were high. This friction in onboarding was rippling out from users to the internal team. It was clear that I needed to experiment with solutions to solve this problem. 







As the Design Lead, I had an assumption based on findings from past research and customer support tickets that more guided onboarding would support our user base. To solve this challenge, I wanted to identify a low code tool to reduce engineering effort so their time could continue to be spent on shipping higher priority features. After time assessing tools and metrics collection capabilities, I landed on Appcues to create the welcome modal dialog and tooltip walkthrough.  

A/B testing over several weeks helped to refine the content and amount of the tooltips used — and ultimately, we saw an increase in completion of onboarding, fewer customer support tickets and more completely added land. This new walkthrough and personalized welcome dialog turned a frustrating barrier into a clear path that helped landowners successfully get started and discover programs. 






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