High-Level Summary
We need to reimagine user onboarding to support a variety of business goals.
Our current onboarding path for new users is very simple: we allow for Google or GitHub authentication, with an extremely limited fraud check. As we move forward, we'd like to better curate our customer base (e.g. ensure we have excellent, valid users and companies on the platform), expand to support commercial (paid) usage/contracts, and optimize the baseline experience for new or prospective customers across a few key scenarios.
This work includes identifying the few user stories we want to optimize for, researching and designing a revised experience (including the setup of billing accounts for commercial use and identifying trade offs or appropriate points of friction), adjusting pricing and packaging to match these proposals, and integrating existing or new functionality to allow the experience to scale (including from a staff / operator perspective).
Motivation
The current signup and onboarding flow is quick and simple, but not sufficient for:
- Products that require a payment methods (or that we want to sell!)
- Short or long term fraud or risk analysis
- Sales and leadership-led "white glove" experiences
This enhancement aims to design and deploy a baseline experience that we believe can meet the goals of the business for the next stage of growth (at least 90-180). We expect evolution over time.
Goals
To support customers:
- Introduce a revised flow from signup through account creation, including billing account setup w/ payment method
- Include email + passkey authentication method
- Introduce incentives (such as automatic credit, or a coupon code provided by Datum staff to redeem credit)
- Offer an overflow path for users who cannot use a credit card payment method (common in large organizations)
- Align and adjust product tiers, product promises, and documentation inline with the revised flow
- Validate these flows for returning users, team / collaborators, and company use cases
- Improve handling of failure modes (account restriction, payment decline, abandonment, expired/revoked invites, quota provisioning failure)
To support staff operators:
- Implement effective baseline fraud and abuse systems (including in staff portal) and identify next level integrations
- Provide the ability to understand conversion and if the onboarding flow is working / where it is not meeting our goals
- Define and implement a whitelisting approach for prospects, partners, and high value accounts
User Stories
"what are we trying to enable?"
- As a new user, I want to quickly evaluate the platform with minimal friction and cost
- As a serious user, I want to use and pay for Datum services
- As a qualified prospect or partner, I want to experience minimal friction, including an appropriate
- As a Datum employee, I want to have clarity and trust on the users / companies that are on our platform
- As a Datum product owner, I want to focus on driving adoption and growth, not fighting fraud or abuse
- As a Datum leader, I want to respond confidently to fraud, abuse, "know your customer" and OFAC requirements
- As a Datum employee, I want to see human readable (and agent friendly) audit and event logs from first login/signup touch
High-Level Summary
We need to reimagine user onboarding to support a variety of business goals.
Our current onboarding path for new users is very simple: we allow for Google or GitHub authentication, with an extremely limited fraud check. As we move forward, we'd like to better curate our customer base (e.g. ensure we have excellent, valid users and companies on the platform), expand to support commercial (paid) usage/contracts, and optimize the baseline experience for new or prospective customers across a few key scenarios.
This work includes identifying the few user stories we want to optimize for, researching and designing a revised experience (including the setup of billing accounts for commercial use and identifying trade offs or appropriate points of friction), adjusting pricing and packaging to match these proposals, and integrating existing or new functionality to allow the experience to scale (including from a staff / operator perspective).
Motivation
The current signup and onboarding flow is quick and simple, but not sufficient for:
This enhancement aims to design and deploy a baseline experience that we believe can meet the goals of the business for the next stage of growth (at least 90-180). We expect evolution over time.
Goals
To support customers:
To support staff operators:
User Stories
"what are we trying to enable?"