Unified 37 resources across 9 teams into a new onboarding guide

The guide gained strong internal traction. The Studio team asked for their own version, and the project received notably positive feedback when presented. The next cohort will use the new guide, where we’ll begin capturing metrics.

RESEARCH & INSIGHTS

Research revealed distinct onboarding needs

I conducted 1-1 interviews with 10 new starters across 4 disciplines, and focus groups for hiring managers. Through affinity mapping I grouped 4 focus areas to anchor further analysis:

  • People & Support

  • Logistics & Setup

  • Resources & Structure

  • Culture & Confidence

The research also gave light to different learning styles. I developed four archetypes which showed that autonomy needs varied - so the onboarding solution needed to flex for independent and guidance-seeking users alike.

Excerpt: Four lightweight archetypes summarised the different learning onboarding learning styles from research

Resources & Structure emerged as the biggest friction point

ANALSIS & PRIORITISATION

I developed a detailed user journey map to visualise the onboarding experience and identify key areas of friction against steps which rolled up to the actionable themes, and archetypes, to give several layers of insights. This covered from pre-start to week 2.

Excerpt: Activities showing resources friction in orange (Week 1 - Week 2)

While the User Journey map highlighted friction points, it relies on perception. Wanting a more evidence-based approach, I developed a quantitive assessment matrix to score each theme against all experiences. I used CoPilot to quickly analyse the transcripts and map the overall scores.

The matrix scored Resources & Structure as the lowest at 51/100, so I narrowed my scope to focus on this particular issue.

CONCEPT EXPLORATION

A single, flexible model best supported different onboarding needs

Considering the archetypes, I explored several options through user flows. Two main concepts emerged - either a centralised resource delivery, or improving the existing personalised onboarding checklist.

Based on archetype feedback and feasibility for managers, I focused on the resource-delivery model through a Figma prototype. I chose Figma as the tool for flexibility and familiarity with a Digital team. It also aligned with manager feedback around time pressure to manage themselves.

Excerpt: Snapshot of shortlisted models scored against clarity, friction and engagement with archetypes.

PROTOTYPING & VALIDATION

Early testing exposed friction in content and pacing

Excerpt: Snapshots of early sketches and lo-fi tests

I collaborated through a content design crit, a resources workshop, and worked with leads to balance user needs and organisational expectations. These helped shape the flow, tone and priorities of the guide.

I sketched and built low-fidelity prototype to experiment with structure, content and tone. Using Figma Make allowed me to rapidly test ideas and validate the “linear with flex” model over a hub-and-spoke approach - keeping decisions simple and reducing cognitive load in line with Hick’s Law.

FINAL DESIGN

Refining the structure to reduce cognitive load

Excerpt: Onboarding guide highlighting structure and layout

Key design decisions included:

  • a calm, minimal entry point showcasing tone and brand

  • accessibility checks for guided colour contrast

  • side-nav over progress bar, to reduce friction for revisits

  • accordions for dense content, if not relevant for all

  • checklists for guidance of suggested tasks

Reduced customer licence request from ~5 days to 90 mins

Redesign for clarity delivered in 2 weeks, saving ongoing 2hr / week operationally, within tight resource constraints.

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