Stagebase is an intuitive customer onboarding platform that automates processes, provides real-time insights, and streamlines workflows to improve efficiency and customer satisfaction at scale.
Overview
Stagebase is an intuitive, purpose-built customer onboarding platform. We help customer success and implementation managers win at every stage, from onboarding and adoption to engagement and renewals. Unlike heavy analytics platforms that report past results and create a reactive mindset, Stagebase takes a proactive approach. By automating customer communication, providing real-time customer insights/analytics, and standardizing execution, we give CS leaders and their teams the ability to design, refine, and consistently deliver the right experiences for the right customer outcomes at scale.
Role
As Principle Product Designer, I was responsible for developing a customer experience platform that would reduce churn and foster long-term customer value. Tasks included translating business objectives, creating wireframes and prototypes, interaction design, documentation, workflow diagrams, and collaborating with executives.
Problem
Customer success teams struggle with inefficient, reactive onboarding processes and lack real-time insights. A platform is needed to streamline workflows, automate tasks, and enhance client satisfaction at scale.
Timeline
Lead design for Initial concept development and research identified key challenges in customer success and onboarding. Then designed and iterated on the platform's core features, including automation and customer insights, and refined workflows. Finalized product development, integrated with external tools, and scaled the platform for broader use; led deployment and adoption efforts across customer success teams.
Findings
Improvement in Operational Efficiency: Quantifiable reductions in time spent on manual onboarding tasks due to automation and streamlined workflows.
Customer Satisfaction and Retention: Insights into how improved communication and proactive onboarding led to higher customer satisfaction scores and better retention rates.
Impact on Team Productivity: Demonstrating how the platform helped customer success managers and account managers handle more clients simultaneously, improving overall team efficiency.
Process walk through
Guided the team in tracing out the breadth of Stagebase's service, our targeted audience, tasks that needed to be accomplished, and how to measure success.
Compiled notes trace the entire product arc.
Pen and paper concepts drawn out.
After building the initial prototype off of my wireframe (above) we originally began as "Affinity Canvas", additional visual design support was instituted.
Final Product - The company is currently supporting 25+ customers and has raised a preseed 1.5MM.