challenge
first time Confluence customers struggled recognizing value while onboarding and staying active in the product after day-0
Why this mattered
completion of setup and onboarding flows
post-onboard template exploration and utilization
creation of Confluence pages with Templates
the onboarding and setup flows ask intent-based questions, but don't offer customized experiences based on prompts
three different business groups, codebases, and libraries had domain or influence over the onboarding and setup flow
when customers complete set, the initially land on a distracting and unexpected screen, 'Confluence Home'
Track customer engagement through the onboard/setup flow and monitor if customers used the recommended templates, and had stronger down-funnel activations as a result.
our hypothesis:
my impact
Responsible for:
End-to-end experiment design
Sparring work and connecting outputs with leadership and stakeholder teams
Partnering with engineering to map logic scenarios
team + stakeholders
To complete this work, I partnered and worked within the FIND Pod. Due to this experiment touching parts of the Signup and Onboarding flows, we developed a close partnership with the Confluence in-product team that 'owned' this part of the flow. Through the course of this partnership, we sparred and made numerous tradeoffs.
Core team composition:
Product Management
Engineering
Content Design
Product Design 👋🏼
Our Audience
This is great! I can download this template from Confluence and import this into Microsoft Word so that my team can leverage this.
Customer Interview
Highlighting Confluence's perception challenges
We made changes to the Confluence onboarding flow in two critical areas: the flow and destination.
The Flow
After selecting JTBD and Role within SETUP, our team created a new dynamic step focused on the Template experience. Based on user input, this new screen would recommend a template for customers to get started with.
The Destination
After SETUP, customers traditionally landed in Confluence Home. To help customers better connect with the tooling, we decided to route customers directly to the Page Editor, with their selected template pre-loaded.
