Understanding what a good onboarding experience looked like required input from across the business. I worked alongside customer success and sales, and facilitated internal workshops that brought together people from product management, QA, legal, and engineering, each of whom had a different window into where customers struggled and what helped them succeed.

From that groundwork, I mapped out the ideal customer journey — from verifying the company and bank account, adding funds, ordering cards and inviting members, setting up the accounting system, all the way through to making purchases, reviewing expenses and exporting. Getting this sequence right was as much about alignment across teams as it was about the design itself, building shared clarity on what ready to use Pleo actually meant and what the product needed to do to get customers there.