Context
[ Why onboarding mattered at this stage: every new account needed a 45-minute call; CS couldn't keep up with sales; trials that didn't get a call rarely converted. ]
[ What existed before: a Notion page? Loom videos? A chat widget? Be concrete about the mess. ]
Problem
[ The measurable gap. E.g. trial-to-paid was X% with a call and Y% without. Or: N% of support conversations were "how do I…" questions already answered somewhere. ]
My role
[ You designed the system, not just screens: the onboarding checklist, the help-center IA, the article template, the tooltips-in-product pattern, and how CS writes new articles without design. Say what you owned and what you handed off. ]
Process & key decisions
Mapping the questions
[ How you audited support conversations (Intercom export, tagging, clustering). The top clusters and what they told you about the product. ]
Decision 1 — In-product first, help center second
[ Why the primary surface is inside the app (checklist, empty states, contextual tips) and the help center is the fallback. What you deliberately did not build. ]
Decision 2 — A content system CS can run
[ The article template, naming rules, and review flow. How you kept quality without becoming the bottleneck. ]
Decision 3 — [name the decision]
[ Another decision with a trade-off. ]
Solution
Impact
[ Replace with real figures and how you measured them. ]
What I'd do differently
[ What you'd change in hindsight — sequencing, tooling, ownership. ]