Creating An SaaS Onboarding
Client
What Caused This
Year
2025
What Caused This LTD is a SaaS platform helping teams identify the root causes behind problems. As a team, we focused on improving the onboarding experience, making the journey from signing in to reaching the RCA dashboard clearer and easier to navigate.
Through research, competitor analysis and wireframing, we developed a more structured onboarding and dashboard experience. The final concept was presented to the professionals behind WhatCausedThis for feedback.
Scope of Work
In Depth Research.
We didn't want to redesign onboarding based on assumptions. We first looked at how people are currently introduced to products, where existing experiences create friction, and what the best products do differently. Through competitor benchmarking, journey mapping, annotated analysis and exploration of AI and personalisation, we uncovered recurring patterns across onboarding experiences. These insights gave us a foundation for deciding what to simplify, what to personalise and what to remove entirely.
Making Sense of the Journey.
We mapped the existing user journey and researched how leading technology brands use tone of voice to make complex experiences feel clearer and more human. These insights helped us identify opportunities to simplify the journey while creating a more approachable and engaging experience.
Interviews And A-B Testing.
We spoke with industry professionals to validate our research and gain real-world insight into onboarding. Their experiences helped us challenge assumptions, uncover common pain points and identify what makes onboarding effective, shaping the priorities for our redesign. We A/B tested key screens by comparing two design variations and asking both our team and interview participants which version they preferred. Combining internal and external feedback helped us identify stronger design patterns and make decisions based on evidence rather than personal preference.
Final User Flow.
Mid-Fidelity Testing.
Three team members independently developed and tested user flows at mid-fidelity. We compared the different approaches to identify usability issues, improve navigation and clarify the overall journey. Feedback from testing was used to refine the layouts, interactions and structure before moving towards higher-fidelity designs.
High-Fidelity Testing.
We translated our research and testing insights into a refined high-fidelity onboarding experience. The final design simplified the user journey, improved clarity and consistency, and incorporated feedback from both our team and industry professionals. This resulted in a more intuitive, approachable and structured onboarding flow that better guides users towards the RCA dashboard.
