G2 INTERNSHIP - SUMMER 2024
G2 INTERNSHIP - SUMMER 2024
Creating intuitive onboarding to ensure feature utilization and user retention
Creating intuitive onboarding to ensure feature utilization and user retention
TIMELINE
TIMELINE
10 Weeks (June - August)
10 Weeks (June - August)
KEY RESPONSIBILITES
KEY RESPONSIBILITES
User interviews, Research, Design, Usability Testing
Design & Research
TEAM
TEAM
Vyom Sethia, Aryn Silverberg, Larry Reynolds
Vyom Sethia, Aryn Silverberg, Larry Reynolds
TOOLS
TOOLS
Figma, Usertesting.com
Figma, Usertesting.com
PROJECT CONTEXT
What does G2 do and why is onboarding important to its mission?
G2 is the largest and most trusted software marketplace, offering a wide range of software reviews across categories like CRM and IT Management. G2 provides valuable data insights to paying companies, including information on product comparisons and user preferences. Additionally, companies can enhance their G2 profiles with product screenshots, pricing, and detailed descriptions to better showcase their brand and drive more leads to their websites.
THE PROBLEM
Customers don’t understand the value of onboarding, leading to incomplete profiles & difficulty showing ROI.
Despite efforts to introduce customers to MyG2, there were major challenges in the onboarding process. Customers often struggled to complete setup tasks, understand the platform’s value, or use key features. This resulted in incomplete profiles, underutilized features, and difficulty demonstrating ROI—ultimately impacting customer satisfaction and retention.
RESEARCH & DISCOVERY
Gathering insights from customer-facing teams to uncover onboarding pain points
To gain insights into customer challenges, I interviewed 7 stakeholders across customer-facing teams (CSMs, RMs, AMs, AEs, and CMs). The research highlighted recurring pain points with onboarding for the CORE subscription, such as unclear guidance, confusion around milestones, and limited visibility into progress.
WIREFRAMING & ANNOTATION
Breaking down the current onboarding flow to identify opportunities for improvement
I analyzed the existing onboarding experience by taking screenshots, annotating problems, and highlighting opportunities. These insights informed early wireframes that reimagined onboarding into a more structured and supportive flow.
DESIGN & ITERATION
Exploring multiple checklist concepts to guide users effectively
Using key takeaways from the research I conducted with internal teams at G2, I crafted a viable solution: a guided checklist that offered users a hands-on experience, reminded them of tasks they needed to complete, and provided a convenient reference point for completing different parts of their profile, ensuring easy navigation
CONCEPT #1
Sidebar Checklist
This concept includes a checklist docked on the right side of the screen that highlights tasks to be completed in MyG2’s UI using the brand rorange color.
CONCEPT #2
Neutral Sidebar Checklist
This concept includes a checklist that iterates on the previous version, using more neutral colors that are easier to understand, adhering to UX best practices for color usage. The progress bar at the top visually encourages users to continue completing their profile, aligning with the Goal-Gradient UX Law. Additionally, the bookmarked tabs provide users with a dedicated space to easily navigate to frequently visited tabs
CONCEPT #3
Full Page Checklists
These concepts use a full-page view to showcase a checklist where actions can be completed directly within the checklist. It serves as a central hub for the checklist, allowing users to refer back to it from any page.
FINAL SOLUTION
Modular Checklist
The final design combined the strengths of all prior concepts:
Floating + draggable checklist to minimize disruption.
Expandable + collapsible for efficient use of space.
Clear call-to-action tasks that guided users without overwhelming them.
Dynamically placeable to suit different workflows.
This solution balanced usability with flexibility, helping customers stay on track while respecting their autonomy.
TESTING
But does it work?
After creating the checklist, I crafted a prototype that effectively demonstrated a use case for it and sent the prototype to usertesting.com, asking users a series of questions as they navigated through the experience. 80% of users interacted with the checklist as expected and were satisfied with the experience.
NEXT STEPS & KEY LEARNINGS
Launching the new experience and reflecting on key learnings
Next Steps
This onboarding experience was scheduled to launch as part of a larger G2 platform update in December 2024.
Key Learnings
Crafting effective interview questions to get meaningful insights.
Building a research plan that blended qualitative & quantitative data.
Using research as proof to back design decisions with stakeholders.
Leveraging teamwork, critiques, and one-on-one conversations for better iteration.
PROJECT CONTEXT
What does G2 do and why is onboarding important to its mission?
G2 is the largest and most trusted software marketplace, offering a wide range of software reviews across categories like CRM and IT Management. G2 provides valuable data insights to paying companies, including information on product comparisons and user preferences. Additionally, companies can enhance their G2 profiles with product screenshots, pricing, and detailed descriptions to better showcase their brand and drive more leads to their websites.
THE PROBLEM
Customers don’t understand the value of onboarding, leading to incomplete profiles & difficulty showing ROI.
Despite efforts to introduce customers to MyG2, there were major challenges in the onboarding process. Customers often struggled to complete setup tasks, understand the platform’s value, or use key features. This resulted in incomplete profiles, underutilized features, and difficulty demonstrating ROI—ultimately impacting customer satisfaction and retention.
Back
About
Lab
RESEARCH & DISCOVERY
Gathering insights from customer-facing teams to uncover onboarding pain points
To gain insights into customer challenges, I interviewed 7 stakeholders across customer-facing teams (CSMs, RMs, AMs, AEs, and CMs). The research highlighted recurring pain points with onboarding for the CORE subscription, such as unclear guidance, confusion around milestones, and limited visibility into progress.
WIREFRAMING & ANNOTATION
Breaking down the current onboarding flow to identify opportunities for improvement
I analyzed the existing onboarding experience by taking screenshots, annotating problems, and highlighting opportunities. These insights informed early wireframes that reimagined onboarding into a more structured and supportive flow.
DESIGN & ITERATION
Exploring multiple checklist concepts to guide users effectively
Using key takeaways from the research I conducted with internal teams at G2, I crafted a viable solution: a guided checklist that offered users a hands-on experience, reminded them of tasks they needed to complete, and provided a convenient reference point for completing different parts of their profile, ensuring easy navigation
CONCEPT #1
Sidebar Checklist
This concept includes a checklist docked on the right side of the screen that highlights tasks to be completed in MyG2’s UI using the brand rorange color.
CONCEPT #2
Neutral Sidebar Checklist
This concept includes a checklist that iterates on the previous version, using more neutral colors that are easier to understand, adhering to UX best practices for color usage. The progress bar at the top visually encourages users to continue completing their profile, aligning with the Goal-Gradient UX Law. Additionally, the bookmarked tabs provide users with a dedicated space to easily navigate to frequently visited tabs
CONCEPT #3
Full Page Checklists
These concepts use a full-page view to showcase a checklist where actions can be completed directly within the checklist. It serves as a central hub for the checklist, allowing users to refer back to it from any page.
FINAL SOLUTION
Modular Checklist
The final design combined the strengths of all prior concepts:
Floating + draggable checklist to minimize disruption.
Expandable + collapsible for efficient use of space.
Clear call-to-action tasks that guided users without overwhelming them.
Dynamically placeable to suit different workflows.
This solution balanced usability with flexibility, helping customers stay on track while respecting their autonomy.
TESTING
But does it work?
After creating the checklist, I crafted a prototype that effectively demonstrated a use case for it and sent the prototype to usertesting.com, asking users a series of questions as they navigated through the experience. 80% of users interacted with the checklist as expected and were satisfied with the experience.
NEXT STEPS & KEY LEARNINGS
Launching the new experience and reflecting on key learnings
Next Steps
This onboarding experience was scheduled to launch as part of a larger G2 platform update in December 2024.
Key Learnings
Crafting effective interview questions to get meaningful insights.
Building a research plan that blended qualitative & quantitative data.
Using research as proof to back design decisions with stakeholders.
Leveraging teamwork, critiques, and one-on-one conversations for better iteration.