Onboarding as Care
I led the design of EVA’s onboarding and education experience to help new users feel supported—not overwhelmed—when joining a complex entertainment marketplace.
Rather than pushing users through steps, this work focused on teaching the system, setting expectations, and allowing people to move forward at their own pace.
The Challenge
New users often felt unsure how the platform worked and relied heavily on support for basic guidance.
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Onboarding felt dense and transactional
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Users lacked context for decisions
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Repeated support questions signaled gaps in clarity
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Drop-off occurred when confidence was low
Key INSIGHTS
Progress doesn’t happen without confidence.
Users needed reassurance, education, and clarity before they were ready to take action.
eDUCATION sTRATEGY
Instead of treating onboarding as a checklist, I reframed it as an education-driven UX system.
The approach focused on:
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Teaching mental models, not just features
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Providing guidance when users needed it
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Reducing reliance on support through clarity
Solutions
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A centralized resource center with step-by-step guidance
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Contextual help embedded throughout the product
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Clear onboarding flows with expectations set upfront
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Differentiated onboarding for speakers vs. other talent
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Educational content designed to be skimmable and approachable
Impact
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Increased onboarding completion
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Reduced support tickets for common questions
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Higher self-serve behavior
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Improved qualitative feedback around confidence and clarity