New User Onboarding

Bluehost is a web-hosting company that was beginning to lose marketshare due to a lack of focus on the needs of their primary user persona. My team dove into user-research to identify our primary user types and used this data to create up-to-date personas that we then used to create a new website building experience. The result was a 7% increase in on-boarding conversion.

The Team

Cross-functional team involving Product Design, Customer Support, Product, Marketing, and multiple disciplines from a team in Holland.
Designers: Gabby Kibrick, Genevieve Mount, Dustin Swanson, Laura Strader, Merilee Benson

My Role
  • Design Manager
  • Coordination between teams
  • Aid in presenting to executive team
Project Deliverables
  • Research findings
  • Journey maps
  • New onboarding experience
Project Challenges
  • Zero communication across teams
  • Disparate design and engineering teams
Case_study_03
Case_study_04
Case_study_05
Case_study_06
Case_study_07
Case_study_08
Case_study_09
Case_study_10
Case_study_11
Case_study_12
Case_study_13
Case_study_14
Case_study_15
Case_study_16
Case_study_17
Case_study_18
Case_study_19
Case_study_20
Case_study_21
Case_study_23