Less friction, more activation

Simplifying Partner Onboarding

My Role & Responsibilities

Led the end-to-end redesign of the tenant creation flow.

Scope

This page focuses on the Tenant Creation flow. I also led the end-to-end onboarding journey, from trial sign-up and account activation to tenant creation, device setup, integrations, and conversion to paid.

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 incomplete setups and early drop-off during trials.

Target Users

The primary users were Acronis service providers. They manage multiple tenants for their clients and need to:

User Research

We analyzed trial-session analytics, support tickets, and recorded walkthroughs with service providers to pinpoint where setup stalled. In partnership with our UX Researcher, we ran moderated usability tests with real users and reviewed trial analytics and support tickets to locate stall points.

Methods: usability tests with real users, end-to-end walkthroughs of Steps 1–3, ticket and analytics review.

Research Insights

Step 1

❌ No clear progress indicator or step structure
❌ Misleading labels (e.g., "Save & Close")
❌ Poor prioritization of critical info
❌ Overcomplicated explanations

Step 2 and 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❌ Outdated form structure with poor scalability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

System Constraints

❌ Tenant creation had a single entry point, but editing was accessed from various places, which caused inconsistent UI and increased maintenance effort.

Goals & Success Metrics

Targets at kickoff: double-digit lift in setup completion and time reduction.

Key Improvements

Design Impact

Tenant Creation — Flow Overview

A compact view of the steps from account activation to the tenant creation success screen.

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.

Up next: another project you might like!

Improving Data Export Reliability

Less friction, more activation

Simplifying Partner Onboarding

My Role & Responsibilities

Led the end-to-end redesign of the tenant creation flow.

​

Identified key usability issues through research and internal feedback

Designed and iterated solutions from flows and copy to prototypes and final specs

Collaborated with PMs, engineers, UX researchers, and support to align scope and implementation

Scope

This page focuses on the Tenant Creation flow. I also led the end-to-end onboarding journey, from trial sign-up and account activation to tenant creation, device setup, integrations, and conversion to paid.

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 incomplete setups and early drop-off during trials.

Target Users

The primary users were Acronis service providers. They manage multiple tenants for their clients and need to:

Set up tenants quickly and repeatedly

Maintain control over tenant configurations

Avoid costly misconfigurations

Research Insights Step 1 ❌ No clear progress indicator or step structure ❌ Misleading labels (e.g., "Save & Close") ❌ Poor prioritization of critical info ❌ Overcomplicated explanations

Step 2 and 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

System Constraints ❌ Tenant creation had a single entry point, but editing was accessed from various places, which caused inconsistent UI and increased maintenance effort.

Goals & Success Metrics

Targets at kickoff: double-digit lift in setup completion and time reduction.

Activation: Increase successful tenant setups by 20-30% among new trials

Drop-off: Reduce setup abandonment by 15-25% through clearer early choices

Speed: Shorten average setup time by 20-30% with focused, adaptive steps

Consistency & Scale: Centralize create/edit in one reusable dialog to lower maintenance overhead

Key Improvements

​Add a step bar to show progress and what’s left.

Adapt steps based on the selected service mode.

Update button labels to match the action taken (e.g., Save and Exit, Create Tenant).

Move key decisions earlier with the right context.

Centralize create and edit in one reusable dialog.

Provide a “Review & Create” step for final confirmation.

Design Impact

Boosted successful tenant setups by 25% through simplifying the tenant creation process in the partner onboarding flow

Reduced setup drop-off rate by 22% by surfacing key decisions earlier and eliminating unnecessary steps

Shortened average setup time by 25% with a streamlined, context-aware step-by-step structure

Unified fragmented entry points into a single reusable dialog, enhancing consistency and reducing development overhead

Tenant Creation — Flow Overview

A compact view of the steps from account activation to the tenant creation success screen.

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.

Up next: another project you might like!

Improving Data Export Reliability

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 incomplete setups and early drop-off during trials.

Research Insights

Step 1

❌ No clear progress indicator or step structure
❌ Misleading labels (e.g., "Save & Close")
❌ Poor prioritization of critical info
❌ Overcomplicated explanations

Step 2 and 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

System Constraints

❌ Tenant creation had a single entry point, but editing was accessed from various places, which caused inconsistent UI and increased maintenance effort.

Add a step bar to show progress and what’s left.