UX/UI UX Research Design

Mezmo Onboarding

Increasing Adoption Through UX-Led Onboarding
I led the design and development of a new onboarding workflow to address challenges with user adoption of telemetry pipelines. Partnering closely with product management and engineering, we created a guided experience that streamlined the journey from first login to building a functional pipeline.

I designed and prototyped the experience in Figma, conducted customer interviews to validate early concepts, and used FullStory to analyze and optimize real user interactions. The result was a significant boost in user engagement—outperforming the previous year’s new logo acquisition within the first month of launch.

The Challenge

After the initial sign-up, user engagement dropped significantly, indicating that many customers struggled to advance through onboarding. At the time, the demo experience was overly reliant on users reading external documentation. It lacked in-app context and guidance. This left users without clear feedback or mental models for how to set up and use key features of the product.

Key challenges included:

  • Engagement drop-off
  • Lack of context and system feedback
  • Lack of guidance and orientation
  • High cognitive load
Image of Onboarding Designs
Research & Strategy

I began the project by thoroughly understanding and defining the core problem through conversations with key stakeholders. To align the team and clarify next steps, I created a detailed flow chart that served as a foundation for planning and decision-making.

The research phase included:

  • Stakeholder interviews
  • Competitive analysis of similar platforms
  • Personna research and creation
Wireframes

Building on the flow chart, I created wireframes that highlighted a key differentiator of our product in the market. Through multiple rounds of feedback and iteration, I streamlined the experience and ensured alignment with stakeholder goals.

Design Solutions

To help users navigate a feature-rich product, we designed a simplified onboarding experience focused on core functionality. This incremental approach helped users get started quickly, while focusing on key differentiators like Mezmo's data profiler. Additional follow-ups would also guide users through more advanced capabilities over time.

Design decisions included:

  • Simplified layout for selecting data sources
  • Simplified adding data destinations
  • Clear instructions for users and progress indicators
Results & Impact

The workflow guided new users through creating their first pipeline while introducing the value of processors and the potential for cost and performance gains. As a result, we saw a measurable increase in first-time pipeline completions and a notable rise in user return rates during the first week of onboarding.

  • 2X+ Increase in new logos vs the previous year
  • 120% Increase in returning logins after signup
  • Existing customers liked the new workflow
Screenshot of flow chart Screenshot of wirefames image of data profiler
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