Help Center & Onboarding

Product update focused on improving new user experience

Making new users' lives easier is one of the main priorities at Kommo.

With new Help Center, users can dive into CRM's capabilities faster. Updated onboarding sequence introduces key features of product and personalization.

My Role

Senior UI/UX Designer, product design team lead

Kommo is a SaaS messenger-based CRM. Quick and convenient pipeline, automation with a chatbot builder, and various integrations for your business.

Before

Scattered data on the website and in the product.

After:

Organized Help Center section dedicated to new users + Updated interactive onboarding.

Dedicated section and onboarding will allow new users to understand the product faster and reduce load on support team.

Research

We've made competitor product analysis and quantitative research.

Help Center went through various iterations: starting from a series of pop-ups, ending with a full-fledged section with articles, stories, and progression. Plus onboarding that can always be revisited from the Help Center to refresh users' knowledge.

Challenges

The main difficulty was getting all stakeholders' agreement on the new product section.