Overview

Research revealed that the foundU platform's biggest obstacle to scaling was its onboarding and implementation experience.

I led the strategy and design of a freemium onboarding experience to streamline the implementation process and enhance overall customer experience and scalability.

Approach

My approach was to facilitate the redesign of foundU's company values, value proposition, and purpose. Once defined, we could expand the design system beyond the product development cycle, ensuring consistency across all business touchpoints.

I used a co-design methodology, following a double-diamond design process alongside customer journey mapping.

Outcomes

Defining the vision and values helped frame a company-wide rebrand. Through customer journey mapping, foundU discovered a process to identify customer pain points and implement creative solutions. I also procured UX tools to create code-free tooltips for first-time users. This revealed a clear opportunity: automating the implementation process to enable a try-before-you-buy approach.

Contact

Want to view more of this project? Feel free to reach out to hello@mattmc.me