Onboarding Checklist
Self-service onboarding for
independent veterinary clinics.
UX/UI
Veterinary Software
ONBOARDING
The problem
What can we build to reduce time-to-live, support dependency, and operational bottlenecks?
Independent veterinary clinics needed a streamlined way to set up their online storefronts for pharmacy management. Existing solutions were overly complex, requiring significant support resources, causing frustration among clinic staff and delaying operational readiness.
Solution & UX challenge
To create a seamless, intuitive onboarding experience with minimal technical support required, I designed a self-service onboarding checklist that guided clinics through key setup tasks efficiently.
Key Features & Enhancements:
Step-by-Step Guided Flow: A linear, visually guided onboarding process with progress indicators, reducing confusion and increasing task completion rates.
Simplified Catalog Setup: Pre-curated product categories and manual product selection options allowed clinics to customize their storefronts efficiently.
Branding Customization: Clinics could upload their logos, adjust colors, and personalize their storefront layout in real-time.
Payment Integration Simplification: Integrated popular payment platforms with a clear, step-by-step selection process to minimize confusion and errors.
Real-Time Preview & Validation: Clinics could see live previews of their setup before launching, reducing errors and rework.
PROTOTYPE - I have omitted confidential information in this case study. All information is my own and does not necessarily reflect the views
Outcome + Impact
By focusing on user autonomy, task clarity, and guided progression, this self-service onboarding solution not only improved efficiency but also empowered veterinary clinics to launch faster with minimal dependency on customer support which ultimately improved both business scalability and user satisfaction.
Reduced onboarding time by 40%, enabling clinics to set up their storefronts faster and start managing prescriptions within days/weeks rather than months.
✅ 40% Faster Onboarding: Reduced time-to-live for new storefronts, enabling clinics to launch within days instead of weeks.
✅ 30% Reduction in Support Tickets: Improved self-service capabilities led to a significant decrease in customer support inquiries.
✅ Increased Completion Rate: 40% increase in onboarding completion rates compared to the previous process.
✅ Higher Clinic Satisfaction: Post-launch surveys showed that clinics valued the real-time preview feature and guided flow, reducing setup friction.
✅ Scalable Design System: The onboarding components were integrated into the broader design system, ensuring future updates remained consistent and scalable.