PROBLEM

Customers often struggle to find the right product information due to scattered resources and unclear onboarding/deployment process, leading to confusion and frustration. Without structured guidance, they face delays in setup and become overly reliant on customer support. This negative first experience can diminish confidence in the product, reducing long-term engagement and overall satisfaction.

OBJECTIVES

The goal of this initiative is to streamline the onboarding experience by ensuring that customers:

• Receive clear and direct instructions for setting up and using their devices.
• Gain an understanding of key device features and functionality at a glance.
• Have easy access to support materials, including troubleshooting tips and best practices.

By reducing setup friction and improving user guidance, we enhanced product adoption, reduced customer support inquiries, and boosted overall satisfaction with our mobile video products.

CHALLENGES

• The onboarding process must accommodate a range of user roles, from patrol officers who need quick, task-oriented instructions to administrators who require guidance on fleet management and permissions.
• To ensure intuitive onboarding experience, it is important to prioritized clear, concise steps, visual cues, and short video tutorials over long, text-heavy instructions to ensure a fast and effective setup.

IMPACT

• Reduction in customer support tickets related to setup and basic usage.
• Improved product adoption and engagement within the first week of use.
• Positive feedback on clarity and usefulness of onboarding materials.