Sellify / Onboarding

Question: How do you scale a product when the technical complexity of onboarding exceeds the client's ability to self-serve?
Medium: UI/UX, Learning Design
Year: 2026
Role: Product Design Engineer
Skills: Product Strategy, UI/UX, Technical Architecture, React, Interface Design, Interviews, Business Problem Solving, Visual Design

A strategic overhaul of an AI sales platform's onboarding process that reduced client setup time from eight weeks to five minutes.

Details

By decoupling complex technical dependencies like CRM integration and telecom compliance from the initial user signup, I transformed a high-friction bottleneck into a streamlined parallel workflow.

The project involved a deep audit of internal operations, resulting in a new system architecture that empowered the Customer Success team while providing clients with immediate value through a simulated sandbox environment.

Process

Conducted cross-functional discovery interviews with Engineering, CS, and Sales to map 18 distinct operational friction points.
Shadowed Customer Success workflows to identify manual 'shadow processes' and third-party compliance hurdles.
Architected a decoupled onboarding sequence that separated client metadata capture from backend technical configurations.
Designed and prototyped an interactive sandbox environment for testing AI conversation flows with simulated data.
Developed and delivered functional front-end code directly into the production repository to accelerate deployment.

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