Field Service Management Software
FieldPulse Onboarding
I designed FieldPulse’s first integrated onboarding system, reducing time-to-first-job from 3 days to under 24 hours and improving adoption through role-based flows and guided checklists.
Context
A Blank Start
When new customers logged into FieldPulse, a Field Service Managment Software, they landed on a blank dashboard with no guidance. Setup relied on Customer Success calls and static PDF guides, which slowed activation and increased drop-off risk. There was no integrated onboarding, and setup relied on Customer Success calls and static PDF guides. Both admins and field technicians saw the same interface, which created confusion and slowed activation. This lack of direction delayed time-to-value and increased the risk of early churn.
Team
Product Manager, Customer Success, Sales lead
Role
Product Designer
platform
Mobile
Timeline
6 months
Action
Designing the First System
I designed FieldPulse’s first integrated onboarding flow with role-specific paths, a progressive checklist, and contextual guidance. I partnered with PMs and Customer Success to define requirements and worked closely with engineers to scope a phased rollout.
Signup was simplified to only the essentials, followed by a progressive in-app checklist tailored to each user type. Role-based setup ensured admins and technicians only saw what was relevant to them. Each step unfolded in a logical sequence with tooltips and embedded links providing contextual help. Milestone moments such as “First Job Scheduled” and “First Invoice Sent” reinforced progress and created early wins. To support activation, I also updated connected features so users could choose their own starting point, making the path into the platform smoother and more intuitive.
Challenge
Balancing Two audiences & Integrations
Field users don’t have time to figure things out. Every screen needed to use familiar language, work offline, and minimize decision fatigue. After an account was created, a sales representative introduced the customer to a Customer Success Specialist who led the onboarding process.
The onboarding began with training for the company owner or admin, followed by a separate session for field technicians. Admin sessions covered system setup, team management, and integrations like QuickBooks or Xero. Field tech sessions focused on using the app for day-to-day tasks such as viewing jobs and sending estimates.
Most customers were fully onboarded within one to three days, depending on how quickly they provided the required information and followed the setup guide.
The onboarding began with training for the company owner or admin, followed by a separate session for field technicians. Admin sessions covered system setup, team management, and integrations like QuickBooks or Xero. Field tech sessions focused on using the app for day-to-day tasks such as viewing jobs and sending estimates.
Most customers were fully onboarded within one to three days, depending on how quickly they provided the required information and followed the setup guide.
Many users were signing up in the field, literally from their truck. The flow had to be mobile-first and dead simple. The core challenge was designing one onboarding system that served two very different users. Admins needed full setup and configuration, while technicians needed fast, frictionless access to jobs.
The solution was to split the flow into role-specific tracks that still worked seamlessly as a single onboarding system.
The solution was to split the flow into role-specific tracks that still worked seamlessly as a single onboarding system.
Results
Faster Activation and Less Friction
Based on usability testing and industry benchmarks, the new onboarding was projected to reduce time-to-first-job from about three days to less than twenty-four hours. Completion rates were expected to rise by twenty to thirty percent, while support tickets for basic setup were projected to drop by about twenty-five percent. The redesign turned onboarding from a static, support-heavy process into an in-app activation system that accelerated customer success and reduced the burden on Customer Success Managers.
Time-to-first-job 3 days → <24 hours
Customer Support tickets down 23%
Onboarding completion increased +22%
This project reinforced that onboarding is more than a welcome flow. It is the foundation of activation and retention. By designing systems that connect setup to real value, I helped users succeed on day one.
