The Problem

Enterprise clients were taking 2–3 weeks to go live, delaying value and increasing support load. After several onboarding cycles, three key issues surfaced:

Unclear structure during calls: e-commerce assistants had no standard action plan or script.

Scattered information: client details were spread across emails, Notion pages, and chat threads.

No visibility: leadership couldn’t see onboarding status or where clients were getting stuck. Without visibility, each onboarding felt like reinventing the wheel. Clients had questions, CSMs had no consistent reference, and leadership had no data to improve.

The Goal

Turn a 3-week process into a repeatable 5-day framework that ensures: a clear, guided experience for clients, predictable progress tracking for the team, and visibility into onboarding status and time-to-value.

The Approach

We tackled the challenge in three key fronts: Process, Tooling, and Visibility.

1. Creating a Scalable Action Plan

I started by mapping every step of onboarding, from kickoff to go-live. With input from CSMs, Sales, and PMs, we built a day-by-day plan that set expectations and ownership across teams.

We introduced a Pre-Onboarding Intake Form, sent before kickoff, to collect critical data early:

• Marketplace connections
• Single source of truth
• Inventory size & structure
• Listing templates
• Technical contact

This form ensured that by Day 1, both the client and CSM team were aligned and ready.

2. Building a Fast Prototype with AI

We needed something fast, not perfect.

Using Figma’s AI features (Figma Make), I built a “quick and dirty” onboarding tool that:

• Let clients submit intake information before calls.
• Automatically triggered an email to the assigned e-commerce assistant.
• Reduced manual back-and-forth, saving hours before kickoff.

3. Adding Visibility with an Admin Dashboard

Once onboarding became structured, we needed a way to track it.

I designed an Admin Onboarding Dashboard to monitor:

• Average onboarding time per client
• Steps where users got stuck
• Days spent on each phase

The dashboard turned anecdotal delays into measurable insights. We could now identify blockers, assign owners, and continuously improve.

Screenshot of the onboarding dashboard initial view.