Lessen, a startup developing a B2B property service marketplace, needed a better way to get service providers onboard to its platform.
In this project, I worked with a cross-functional team to design and deliver an App onboarding experience.
My role
Product designer
The team
Product designer: 1
Developers: 2
Product manager: 1
Timeline
September 2022
This was the question that kicked off Lessen’s vendor initiative. Currently, a team of onboarding specialists (Pro Success Team) helped new Pros set up their profiles and get trained on the platform one-on-one. But Lessen’s rapid growth and continued expansion caused this process to break down.
In order to get new Pros onboard and trained quickly, correctly, and consistently, and free up internal employees’ time for more critical tasks, Lessen needed a new onboarding process that could scale with the growth of the company.
Lessen “Pros” are service providers that work on a property — Plumbers, Construction companies, Electricians, Roofers, Cleaning services, etc.
Early insights
To understand the problems facing new Pros and how they feel about the existing onboarding and training process, I teamed up with our Product Manager to interview 5 vendor company owners from the Lessen network.
I collaborated with the PM to initiate a design sprint where we discussed all the potential solutions. We then grouped the features into phases. Each phase could be built independently and deliver value to our users.
We decided to focus on business profile setup first because it would have the biggest impact on both end users and the internal team.
I diagrammed our current process and worked with both PM and Pro Success Team to determine what data were essential and what we could automate, save for later, or disregard.
Next step, I created a user flow mapping out the steps a user would take from start to end.
Pros are able to choose up to 3 primary trade skills from a list of 30.
Before

Feedback:
“The list is too long, making it hard to find the trades I’m looking for.”
“ I have to scroll to double-check what selections I’ve made.”
After
Prevent errors by showing the selections made
Grey out the rest when max choices are met
Allow for quick deletion with tags
Use icons to make the experience more delightful
Service area is communicated as a radius value attached to their business location.
Before
Feedback:
“It would be great if I can see the reflections on the map while I’m changing the distance.”
After
See instant changes on the map while tweaking the radius
Provide context by showing the location
Constraints: The map itself cannot zoom in and out dynamically
The new onboarding flow decreased the profile setup time and increased the likelihood that new Pros would get the first job within the first week of onboarding.
It has also helped Lessen gain a better understanding of our vendor users and helped our Pro Success Team spend more time on high-value discussions.