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Less drop-off, more done
Cutting Friction in Tenant Setup
Background
The tenant creation flow was one of the earliest and most critical steps in the onboarding journey. Despite its importance, it often caused confusion among trial users. This led to setup errors, delays in adoption, and user drop-off.
Objective
Simplify the tenant creation process in order to:
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Improve usability for first-time users
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Support fast and confident onboarding
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Reduce reliance on support during trial periods
Target Users
The primary users were Acronis service providers. They manage multiple tenants for their clients and need to:
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Set up tenants quickly and repeatedly
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Maintain control over tenant configurations
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Avoid costly misconfigurations
My Role
led the end-to-end redesign of the tenant creation flow.
My responsibilities included:
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Identifying key usability issues through research and internal feedback
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Designing and iterating on solutions
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Collaborating with PMs, engineers, UX researchers, and support teams to align on scope and implementation
Design Impact
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Boosted successful tenant setups by 15% through simplifying the tenant creation process in the partner onboarding flow
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Reduced setup drop-off rate by 22% by surfacing key decisions earlier and eliminating unnecessary steps
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Shortened average setup time by 25% with a streamlined, context-aware step-by-step structure
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Unified fragmented entry points into a single reusable dialog, enhancing consistency and reducing development overhead
Key Issues
Step 1
❌ No clear progress indicator or step structure
❌ Misleading labels (e.g., "Save & Close")
❌ Poor prioritization of critical info
❌ Overcomplicated explanations
Step 2 & 3
❌ Identical steps regardless of selected mode
❌ Unnecessary setup prompts early in the flow
❌ Outdated form structure with poor scalability
⚠️ Structural changes limited by deep system dependencies
Others
❌ Tenant creation had a single entry point, but editing was accessed from various places, which caused inconsistent UI and increased maintenance effort.
Key Improvements
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Centralized the creation and editing process into one dialog component
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Added a step bar to clearly communicate progress
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Updated button labels to reflect actual actions
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Moved key decisions to the beginning of the flow
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Rewrote copy for service modes to be short and clear
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Adjusted the flow to respond to user selections, showing only relevant steps
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Broke tasks into focused, single-purpose steps to reduce cognitive load
Reflection
This project taught me that even small changes can be more complex than they appear.
Renaming product elements required close collaboration with the Technical Writer and Compliance teams. What seemed simple at first involved careful attention to detail and alignment across teams.
Updating default pages also came with challenges, especially around meeting different legal requirements in each country.
Overall, I learned how important cross-functional teamwork and regulatory awareness are in delivering a smooth and reliable user experience.
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