Improve the onboarding experience with a simpler resume creation experience
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01
Problem
The Onboarding Gap
In January 2021, MyCaptain launched its PRO program with guaranteed job placement assistance. After purchasing the course, mentees were required to complete an onboarding form, which collected key information such as their education and work experience.
However, many mentees did not complete the onboarding form immediately. Instead, they raised support tickets for assistance, creating additional manual effort for the support team and delaying profile completion.
As a result, the placement team could not gather the necessary information in time to source relevant job opportunities matching the mentees’ profiles.
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02
Research
So Many Fields, So Little Patience
Through one-on-one interviews and usability testing, we explored users’ expectations, motivations, and frustrations during the onboarding process. We focused on identifying pain points across each step of profile creation, including confusing interactions and time-consuming requirements.
The research helped us understand where users were struggling and identify opportunities to make the onboarding experience simpler and more engaging.
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03
Challenges
Insights From User Interviews
To understand the reasons behind the onboarding drop-off, we conducted one-on-one interviews with a group of mentees to identify the challenges they faced during the onboarding process.
Key findings included:
Unclear guidance: Multiple hotspots directing users toward the same action created cognitive overload, making the onboarding experience feel confusing and reducing users’ engagement with the platform.
Lack of motivation: Users found the forms lengthy and tedious to complete, making the onboarding process feel like a chore rather than a meaningful step toward completing their profile
Onboarding Drop-off chart generated in maze
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04
Ideation
The art of saying
To remove the friction associated with the onboarding form, we reframed the experience as a resume creation process instead of presenting it as a traditional onboarding form.
Through discussions with mentees, we found that creating and updating a resume was one of the most common actions they took while looking for jobs. We saw an opportunity to bring this familiar experience into the platform and give users a clearer reason to complete their profile.
We then split the onboarding journey into two parts:
Resume Creation — users provide the information needed to create their resume.
Course Onboarding — users complete the remaining details required to select and join their cohort.
By separating these two tasks, we made the initial experience more purposeful and aligned it with an action users were already familiar with.
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05
Final approch
Reducing Friction Through a Staged Flow
The lengthy onboarding process created friction and made the overall experience feel overwhelming for users. To address this, we split the onboarding journey into multiple stages, making each step easier to complete and helping users progress through the process more quickly.
We also introduced an auto-save option, allowing users to pause the process and pick up where they left off when they returned later.
~97%
Onboarding issues are reduced
4.5 ★
happiness score of 75% people
Credits
Gaurav ( Community Manager)