While designing our RBAC solution, I held 2-3 customer discovery sessions per week, and I repeatedly heard how our Client Portal was not very user-friendly. That it was challenging to learn how to use it and that there wasn’t much education available – this resulted in our customers consistently calling and emailing our SAs and SPMs for help doing simple tasks. It was clear that we had a huge problem that we needed to address ASAP.
I started up a workstream that I called the ‘First Time Experience’ – I did a full audit of what it was like for customers to onboard to our platform for the first time, and then I crafted solutions to make the experience better. Below is an overview of the approach I took and the changes we made.
