Increasing productivity by improving onboarding UX

Helping staff collect relevant information 

Demonstrated Competencies
Design Leadership & UX Design & Testing

Year Completed: 2019

Strategic Priority Goal
Reduce time to onboard clients by 25% (40 minutes out of initial meeting) 

Objective
To drastically improve the initial meeting experience by helping customers determine relevant details for their events 

Critical Problems to Solve: 

• Initial meetings with clients (generally engaged couples) are important to event planners to determine fit and budget for a project. 
• On the client side, couples are not sure where to begin. Therefore, initial meetings, which are typically free in the industry can last 1 hour +. 
• Clients are trying to determine: Do I need a planner? What is the cost/process? 
• Planners are trying to determine: Is this person a good fit? Do they have the budget? Where are the priorities in planning? 

Design Approach

During our first rounds of product discovery it became clear there was a major market opportunity to service small sales team in a way that drastically streamlined their workflow. 

Wedding planning feels like such a hands-on, trust focused task. Initial meetings from the planner’s stand point is ‘getting to know’ the client boiled down to: Is there a budget? Can I help this client? Is this someone I want to work with?
Wedding planners and wedding industry vendors take great care of their clients and don’t want the ‘getting to know’ you process to feel sterile. Therefore, an ‘automated’ onboarding was met with distrust and skepticism. 

In the end, planners loved the results of having details they need to know before making a decision about taking on a client.  Clients (or couples) felt like they weren’t answering the same questions over and over again to vendors (What is your budget? What are your colors?) and the process of planning such an important event focused on the couple- not the ‘stuff.’