Gusto Wallet Onboarding
ROLE
Product design
COMPANY
Gusto
YEAR
2022 - 2024
Spearheaded the design of a new experience on mobile, establishing iOS & Android as the primary means through which employees engage with Gusto. Also, created cross-platform parity on web to ensure a unified experience.
PROBLEM FRAMING
Employees didn’t have a way of onboarding via an app which lead to CX touch points, lower engagement, and retention. Also, the existing onboarding flow had numerous forks and complexities that could be tedious for employees.
Kicking off the project, I facilitated a design workshop that brought together cross-functional stakeholders. Leveraging Figma and Figjam, I successfully spearheaded a thorough look at the primary flows and pinpointed key issues with the existing flow.
CUSTOMER JOURNEY MAP
Strategically mapped out each key activity during the onboarding experience, cultivating trust within the Gusto ecosystem.
UX OUTCOME
Offer employees a simplified onboarding experience to help them understand the benefits of Gusto’s suite of financial wellness and work tools to gain their trust.
DESIGN. ITERATE. REPEATE.
Iterated and experimented on mobile apps to drive higher conversion into depositing their paycheck into a Gusto Spending Account. Run as an A/B/C test.
Led the design process, from discovery and user research to prototyping, across iOS, Android, and web. Additionally, collaborating on growth experiments with the engineering team to boost conversion rates for our Financial Products.
REFLECTION
This project highlighted the role of collaborative problem-solving and iterative development in achieving business goals and enhancing customer experiences. By involving cross-functional teams early in the process, we were able to identify key areas for improvement and implement a modular, chapter-oriented onboarding flow.
RESULTS
