User Needs
From the user’s perspective, the platform should provide:- Clear, jargon-free instructions
- Guidance that feels supportive, not condescending
- Reassurance that mistakes can be fixed
- Progress visibility to stay on track
Content Design | Product Onboarding
The Challenge
Lightspeed received feedback that customers were having difficulties getting set up on the system after purchasing the software. The result was customer frustration and a longer than desired TTV (time to value). Alongside the Senior Product Designer, I was tasked with developing an onboarding module to help new customers ramp up quickly.
The content needed to be delivered in Lightspeed's voice, with a clear, informative and engaging tone.
Below is a snapshot of my content strategy and pages created for the module.
CONTENT STRATEGY
Purpose & Goals
- Support new users in configuring their back-office system confidently before launch
- Reduce friction during setup and increase successful completions
- Empower users to feel capable, not overwhelmed
- Build trust and loyalty through clear, empathetic guidance
Audience
Primary Audience: New customers with little to no technical expertise
Secondary Audience: Admin staff responsible for system setup
Pain Points
- Complexity of admin tasks in the back office system
- Fear of making mistakes during setup
- Limited time to configure before launch
Client Needs
- Higher adoption and retention rates
- Fewer support tickets during onboarding
- Consistent experience across accounts
Messaging & Brand Voice
- Tone: Helpful, empowering, empathetic
- Voice: Plain language, encouraging, benefit-focused
- Frame tasks as milestones, not hurdles
- Celebrate progress and highlight benefits at each step
Content Types & Formats
- In-App Copy: Wizard text, tooltips, inline guidance
- Microcopy: Supportive button labels, error messages, confirmations
- Help Content: FAQs, quick tips, inline links
- Supplementary: Short videos, quick-start PDFs, knowledge base guides
SEO
Keyword Focus
Focus on in-product discoverability rather than external SEO:
- Consistent help icons and tooltips
- Centralized knowledge base with internal search indexing
Content Pillars
- Guidance: Reduce complexity with clear instructions
- Empowerment: Reinforce user confidence
- Reassurance: Handle errors and progress tracking empathetically
- Support: Provide accessible help and resources
Distribution & Promotion
- Channels: In-app wizard, onboarding emails, help center
- Tactics: Automated reminders, embedded tutorials, completion nudges
Content Calendar
To keep customers engaged, key assets will be delivered:- Initial rollout: Launch alongside product release
- Monthly: Refine copy based on support tickets
- Quarterly: Update flows and content based on user feedback
DESIGN ASSETS
Sample Screens
Below is a collage of screens pulled from the onboarding wizard.
