To help external and internal users understand processes and get the help they need without needing to reach out.
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Welcome screen for the Attribution Manager
Existing Product & Problem
A lot of the previous documentation we had was in many areas or only known by staff and everyone had different processes. As well as this, information to help onboard users quicker wasn’t easily accessible or understandable.
Process
Research & Discovery
I talked with sales teams in our APAC offices as well as the Japanese office staff to try understand what files we already had and what problems occurred during the onboarding stages for internal staff and external clients.
I found a variety of different styles and misunderstandings during the process.
Concerns
The process was too long for onboarding, and the material we sent out wasn’t kept up to date. Our internal staff didn’t fully understand the process of onboarding or know where to find different files.
Ideation
I started by looking at existing material and using the knowledge I had learned from interviews with internal team to understand how best to communicate the process and how to make content easier to understand. I drew the process flow, and checked It with internal members to understand what was going on.
Solution
I created material in both English and Japanese (with help from other members) that explained the process of onboarding to all members, as well as created a getting started guide for new employees. I worked with the engineering team on technical documentation that was now made to be understood by non technical minded people if they wanted to. Set tu p themselves. This material helped all internal staff to complete their work quicker and reduce the onboarding time and reduce time for internal staff too.
Future Vision
I would like to make an online version of all the material we have for onboarding that can be accessed at all times by our clients, so that we dont create bottlenecks during the process so they can try be autonomous in stages. I also want to create an internal wiki with a future addition of a chatbot to help internal users find what they need quickly.
Key Takeaways
The process of onboarding had many steps and people internally didn’t know the full process of what we do. Creating material for them to access at all times helped them to onboard faster.
