Onboarding
Creating an onboarding flow to help Make Luna the #1 Apple search ads (ASA) partner
My role
Lead product designer
Team
3 Developers, 2 Product managers, Marketing team
Time line
4 month
Why Self-serve?
Up to this point, Luna was a product for tier-1 enterprise companies. Each client had a customer success manager to set up his onboarding and cater to their needs every step of the way.
The new incentive program by Apple for a commission to any platform that brings more than a certain amount of spend to their platform, made Luna focus on being the #1 platform for running Apple search ads activity. Because the revenue would now come from Apple we could offer a freemium modal to SMB clients.
This was a great way to land new users into the platform, see their real spend, provide 1st value, and get qualified potential buyers to talk to sales and maybe upsell
Goal
TROI < 6 Month
Onboarding > 100 new clients in first month
creating a seamless self-serve integration. Clients could connect their data and MMP data by themself and see their first insights from the system within 48 hours.
Breaking it down
I started organizing the flow before and after entering the system.
The marketing campaign was leading the potential client to our site. They needed to sign up for Luna and then receive an email verification and start a sign-in process with Apple search ads. This could lead to all sorts of errors we needed to map out. After the connection was approved they needed to sign in again to enter the Luna system.
Sync…
The main technical issue we encountered was the delay in data sync, which could last up to 48 hours. This meant users couldn't immediately see the value, and there was no demo environment available. To address this, we included a video demo of the platform and a link to the education center. Additionally, we sent an email detailing this information. Once the sync was complete, we sent another email containing the system link.
Home page
Once the data sync was done users could start exploring the system starting from the home page that showed an activity summary high-level view and Luna’s tailored insight into the client activity giving
immediate value.
Get to know Luna
I designed a get-to-know-Luna pop-up wizard that directed the users to different areas of the system. Each page had an intercom stepper triggered, this was made in collaboration with the education team.
Full Flow
Results
The freemium modal was a success in terms of onboarding and successfully integrating new clients. But after 6 months it was clear that over 90% of the money spent in ASA was coming from our tier 1 clients, so more efforts towards self-serve onboarding were minimized.
