Guiding users to success with a more intentional, role-based onboarding experience at Chili Piper
Timeline
Q1 - Q2 2022 (6 months)
Team
CEO, UXR, Lead PM, Head of Product Design
Role
Senior Product Designer
PRODUCT DESIGN
RESEARCH
SAAS
Overview
Chili Piper traditionally relied on Account Managers for onboarding, but Chilical targets end-users through a Product-Led Growth (PLG) strategy. This shift required a self-serve onboarding experience that works for individuals and scales to teams—without compromising the complexity or flexibility that existing customers expect.
We focused on Meeting Types as a critical first interaction to deliver early value and reduce setup friction.
What was the impact?
85%+ of new users created a Meeting Type during onboarding
40% completed a booking within the first 24 hours
Built a scalable onboarding pattern now used across multiple product areas
Next Steps
Expand the WYSIWYG pattern to other areas of the product
Evolve the Meeting Type experience into a team template system, enabling faster reuse across users and teams
Overview
Chili Piper traditionally relied on Account Managers for onboarding, but Chilical targets end-users through a Product-Led Growth (PLG) strategy. This shift required a self-serve onboarding experience that works for individuals and scales to teams—without compromising the complexity or flexibility that existing customers expect.
We focused on Meeting Types as a critical first interaction to deliver early value and reduce setup friction.
What was the impact?
85%+ of new users created a Meeting Type during onboarding
40% completed a booking within the first 24 hours
Built a scalable onboarding pattern now used across multiple product areas
Next Steps
Expand the WYSIWYG pattern to other areas of the product
Evolve the Meeting Type experience into a team template system, enabling faster reuse across users and teams
Overview
Chili Piper traditionally relied on Account Managers for onboarding, but Chilical targets end-users through a Product-Led Growth (PLG) strategy. This shift required a self-serve onboarding experience that works for individuals and scales to teams—without compromising the complexity or flexibility that existing customers expect.
We focused on Meeting Types as a critical first interaction to deliver early value and reduce setup friction.
What was the impact?
85%+ of new users created a Meeting Type during onboarding
40% completed a booking within the first 24 hours
Built a scalable onboarding pattern now used across multiple product areas
Next Steps
Expand the WYSIWYG pattern to other areas of the product
Evolve the Meeting Type experience into a team template system, enabling faster reuse across users and teams
