Turning a manual setup process into a guided experience customers can complete on their own schedule.
Customer Success handled onboarding for new B2C customers. Each setup required manual work, took team time, and made the customer’s start depend on availability.
The design challenge was to let customers prepare their own environment without asking them to understand the platform’s internal structure first. They should be able to start when it suits them, pause, and continue later.
A single guided experience needed to connect account details, branding, technical tasks and products that had previously felt separate.
The customer needed one place to understand what was required, complete what they could, and see what was ready.
Begin setup without waiting for a scheduled handoff.
A persistent checklist makes the sequence and progress visible.
Hand off setup or assign technical work where needed.
Move from configuration into a ready environment.
The six-step structure takes customers from a few simple inputs to a prepared environment and an overview of what they can use next. Select any screen to inspect it at full size.
The flow uses the customer’s website to prefill brand details and template styling. It then shows the result in context, with editable colors, type and logo before the environment is generated.
This removes some repetitive setup work while keeping the customer in control of what goes live.
Generation is a distinct step with a checklist of what is being prepared. The same progress model carries through the whole flow, so customers can see what is complete and what still needs attention.
Self-serve does not mean every customer must do every step alone. The flow offers a handoff when another person on the customer’s team is better placed to finish setup.
The final step shows what has been prepared and gives customers a direct route into their products.
The flow gives customers a clear path from a new account to a usable product environment, on their own time.
It brings setup into one guided experience: visible progress, reusable brand inputs, contextual technical tasks, and a direct transition to the product.
It was designed to reduce routine manual setup for Customer Success and avoid delays caused by team availability.