tour
Product design - UI/UX
2024
Creation of a guided flow for new users of the CRM and Omnichannel, simplifying the initial setup through contextual shortcuts and essential steps. The solution significantly reduced friction during the first access, allowing for autonomous configuration and increasing trust in the product from the very first contact.
Tools used:
Problem
The CRM and the Omnichannel were products that had grown over the years, accumulating functionalities and somewhat unintuitive workflows. Many essential points, such as user creation, teams, funnels, channel groups, and connections, were out of reach, especially for new clients who did not go through implementation accompanied by support. This generated frustration right from the first access, harming customer retention.
Solution
I developed a simplified user tour, focused on guiding new customers through critical first steps.
Main improvements:
Guided flow for initial setup of users, teams, funnels, and channels.
Contextual shortcuts, reducing clicks and setup time.
Clear and fast experience, without requiring major changes to the product architecture.
Process
I analyzed the points of greatest friction in the onboarding process, both in the CRM and in the Omnichannel;
I mapped out what was essential for the first use and what could be simplified through shortcuts.
I modeled flows in Figma, prioritizing clarity and micro-interactions to guide without overwhelming.
I created tour prototypes to validate the navigation and adjust messages before delivery to the devs.
Result
The tour significantly reduced friction on the first login, allowing new customers to set up the essentials of the CRM and the Omnichannel in a self-sufficient and quick manner. This increased confidence in the product early in the journey, as well as reduced reliance on support.
Learnings
A good onboarding can be as important as a new feature.
In integrated and robust products, shortcuts can create impact without requiring deep restructurings and possible bugs.
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