SaaS Technical Onboarding Program Experience

Learning experience design and technical training to drive product adoption and support rapid growth.

A no-code form development and automation platform provider needed a structured onboarding program to help new users—many with no prior experience—become proficient in building and managing digital forms, automating workflows, and integrating data seamlessly.

The goal was to reduce time-to-competency, improve user adoption, and equip learners with the skills to create, customize, and troubleshoot forms and automated processes independently.

This onboarding experience was designed to balance foundational knowledge, hands-on practice, and real-world application, ensuring users could confidently navigate the platform and apply best practices in their roles.

Read more below to learn about how we crafted this experience.

PROBLEM STATEMENT

New users of the no-code form development and automation platform faced challenges in navigating the interface, configuring complex workflows, and integrating data seamlessly. Without a structured onboarding program, learning was inconsistent, leading to delayed adoption, inefficiencies, and increased reliance on support teams. Many users struggled to:

  • Understand core form-building tools and create functional digital forms

  • Configure automation rules and logic without technical expertise

  • Optimize workflows and troubleshoot errors effectively

  • Integrate forms with external systems while ensuring data accuracy

This lack of structured guidance resulted in slower time-to-competency, increased frustration, and underutilization of the platform’s full capabilities.

OPPORTUNITY STATEMENT

By implementing a structured, hybrid onboarding program, we could equip users with progressive, hands-on learning experiences that accelerate their proficiency in form creation, automation, and data integration. The opportunity lay in designing a program that:

  • Simplifies the learning process with a milestone-based curriculum

  • Enhances engagement through interactive, live virtual sessions and self-paced exercises

  • Encourages real-world application through hands-on projects and troubleshooting challenges

  • Reduces support dependency by fostering user confidence and self-sufficiency

By delivering a scalable, interactive onboarding experience, we could ensure faster user adoption, improved platform utilization, and greater efficiency in form development and workflow automation.

PROGRAM DESIGN

A comprehensive hybrid learning program was designed, blending live virtual instruction, self-paced learning, and hands-on projects to support different learning styles and ensure skill mastery over time.

LEARNING OUTCOMES

By the end of the program, users were able to:

  • Navigate the no-code platform efficiently and understand core form-building tools

  • Create, edit, and optimize digital forms for various use cases

  • Apply logic, conditional fields, and automation rules to improve functionality

  • Integrate forms with external systems for seamless data exchange

  • Use best practices for troubleshooting, debugging, and maintaining form performance

  • Collaborate effectively with business and technical stakeholders

KEY FEATURES

  • Expert-led walkthroughs on key technical concepts, paired with guided demonstrations and hands-on exercises.

  • Self-paced readings, interactive exercises, quizzes, and guided tutorials for reinforcement.

  • Personalized sessions for troubleshooting, guidance, and deeper discussions.

  • Users applied their learning by building, testing, and optimizing digital forms and workflows.

  • A real-world simulation where learners brought their real world on the job projects and developed, tested, and optimized their own automated forms and workflows to demonstrate proficiency.

IMPACT AND RESULTS

FASTER USER ADOPTION

New users reached full platform proficiency within 8 weeks, reducing onboarding time.

HIGHER ENGAGEMENT & RETENTION

A mix of live, self-paced, and hands-on learning kept users engaged and confident.

REDUCED SUPPORT REQUESTS

By equipping users with self-sufficiency in troubleshooting and problem-solving, overall support inquiries decreased.

SCALABLE TRAINING MODEL

The structured approach allowed for easy adaptation to different user roles and experience levels.

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