Impact
I built an onboarding process that boosted profitability enough to merit a $10M funding milestone, by initiating a deep dive to understand what Monovo’s users really needed.
As a result, Monovo was able to quickly scale their life saving service up to over 10 clinics.
Research as a foundation
Finding the product team operating in ambiguity over what to focus on, I called for deep research: a competitive analysis, dozens of user interviews, and the creation of personas and vision prototypes. Working with a fellow designer, I used stakeholder interviews to identify slow onboarding as the biggest bottleneck to company growth.
Onboarding obstacles
We identified patient intake and device connection as the greatest contributors to the delay, and after brainstorming, consolidating ideas, and and refining the solutions, we produced the following interventions:
- putting the intake in the patient's hands on the mobile app
- providing in app device specific tutorials and videos
- an automatic device reconnect system
Scaling success
With these improvements, and 30 other feature releases I directly contributed to, Monovo was able to continue scaling to over 3,000 users across 10 clinics.
I helped bring Monovo’s team into maturity, expanding the design system, and establishing protocols that helped us avoid mistakes through early problem and solution validation, continuous stakeholder engagement, and rigorous documentation.
Key lessons
Get a bird's eye view.
When you get a grip on the big picture, the smaller decisions fall into place much faster.
Get to the heart of things.
Anchor your work to the bottom line of the business, and your impact will go farther.
Keep the team rowing together.
Expensive mistakes get avoided when continuous stakeholder involvement is the default.
