Process: I partnered with our sales team to document all questions a new host might have from sign-up through their first five-star review. With this as our foundation, I mapped the user journey to determine during which stage each question should be answered (and through what medium). From there, I partnered with product and design to relaunch our onboarding curriculum.

Challenges:

• This project impacted multiple teams in the company: How can I balance internal needs while still keeping the customer top priority?

• Design updates to product were limited: How can we make a meaningful impact given our technical constraints?

• Hosts of all experience levels, with incredibly different types of spaces, list on Peerspace: How do we balance the educational needs of such a diverse audience?

Solution:

• Redefine internal understanding of onboarding

• Focus on improving what we already have to inform a native solution

• Relaunch onboarding tutorial focused on requirements to go live and use lifecycle emails to educate hosts at milestone moments

Performance: We measured success by evaluating 1) how the updated tutorial impacted activation rate for new hosts and 2) engagement and conversion metrics for new emails.

• Tutorial - overall activation rate improved by 4%; time to live (sign up to activation) dropped by three days

• Emails - open rate remained steady (avg 71%), click rate improved by 4% (avg 21%)

• *Success of the tutorial provided the framework and data to support product improvements (see V2 below)