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Took a manual onboarding process and turned it into a structured product flow, making it easier for Customer Success to run and more consistent across clients, while opening the door to a future self-serve experience.
As Rentmies grew, onboarding was handled manually by the Customer Success team. Each client required a customized setup, which made the process slow, repetitive, and hard to scale.
Over time, this became a bottleneck. Not only for growth, but also for how quickly users could start seeing value.
I led the design of a more structured onboarding experience, translating what the Customer Success team was already doing into a product flow inside the platform.
I worked closely with them to understand how onboarding actually happened in practice, and with engineering to make sure it could be implemented within our constraints.
Onboarding depended entirely on Customer Success. It was time-intensive, hard to scale, and required the team to manually configure each AI agent.
Users couldn’t move forward on their own, and most of the knowledge needed to set things up lived in the team, not in the product.
At first, it looked like a simple efficiency problem. But as we mapped the process, something else became clear. The onboarding process already had a structure, it just lived in how the team guided each client.
By making that structure explicit and embedding it into the product, we could simplify the process for the team and make it more consistent across clients.
I started by mapping how onboarding was actually being done, step by step, with the Customer Success team. From there, I identified the key decisions needed to configure an AI agent and translated them into a guided flow inside the platform.
The goal wasn’t full automation from day one, but to make the process easier to run and less dependent on individual knowledge.
I designed a step-by-step onboarding flow that structured the process the team was already following.
It allowed them to guide clients through: