I worked with OneAdvanced to redesign customer onboarding and support, creating a clearer journey from initial software setup through to ongoing self-service support. Customers were frequently contacting support or abandoning onboarding because they were unsure what to do next, generating significant complaints and unnecessary support demand.

I mapped the end-to-end journey, combined customer feedback with insights from the onboarding support team, identified key pain points, and used the existing design system to create and internally test a step-by-step onboarding experience alongside a searchable self-service support portal. The solution gave customers visibility of their onboarding progress and multiple ways to find answers independently before contacting support, and was adopted into the customer roadmap.