Oracle Maxymiser
onboarding Process

Onboarding new clients is one of the most critical steps in the way of business generation. The entire business efforts turn to dust if the client does not sign-up into the app. The client onboarding is part of the overall product experience but it influences the business success independently. This is why in large organizations, there is a dedicated team continuously gauging the performance of the client onboarding flow. At Maxymiser our onboarding process been lead by internal users. It was long and painfull process. It was time to change it. First step to understand what was wrong was to talk to our users and customers.

User Pain Points

• Client can't setup account on his own
• It takes too long for Solution Engineers to setup account
• Account configuration is spread all over platform
• Adding big chunks of users is difficult and clunky
• Our UI is very slow. It’s take up to 45s to display simple admin page
• There is no unified process and/or help to get user started without professional training
• Tag configuration is overcomplicated
• Browser rules need to be set before first campaign is created
• There is no way to start building campaign before tag deployment

Challenge - slow and overcomplicated process know only by Solution Engineers. Lack of documentation.

We decide to use Design Sprint methodology to solve our problem. Before that I conduct Competitive Analysis research. I shared it with the team during our workshop. Presentation to watch can be found below.