Guided by Design
Launched in-app messaging across four SaaS products to help users feel confident, supported, and empowered from day one. Designed with scale and future localization in mind, this solution reduced support tickets, increased engagement, and brought consistency to the user journey.
✨ Launching In-app Magic Across Four SaaS Products
How thoughtful guidance transformed the platform experience
Project Overview
I led a major initiative to unify the onboarding experience across four separate SaaS applications that were available on a single platform. Each app had its own help center and approach, making it hard for users to find what they needed in the moment. My goal was to embed guidance directly within the apps so users could learn by doing.
Goals & Challenges
We needed to provide consistent, contextual guidance without overwhelming users or increasing developer lift.
My Role
I owned the strategy and rollout of in-app guidance, partnering with Product, Engineering, UX, Customer Success, and Marketing teams to align messaging and flow design across all products.
Tools Used
- Pendo for in-app messaging and usage analytics
- JIRA for production tracking and project management
- Figma for prototyping guidance and securing cross-functional alignment
- Slack for real-time collaboration
Results & Impact
- Increased feature adoption by 28% in 3 months
- Reduced support tickets tied to onboarding by 35%
- Improved user satisfaction based on post-guidance surveys
- Enabled network-wide expansion and drove higher subscription revenue from engaged accounts
Value for Your Team ✨
I build in-app experiences that guide users without friction, drive adoption, and reduce support burden—all while creating scalable systems teams can easily maintain.
