Wellfit
Streamlining onboarding across a multi-product healthcare platform
Team
4 designers
1 quality engineer
4 developers
Role
Engagement Manager
Year
2022–2023
Focus
Discovery, design, and build, cross-functional leadership, 0-1
The Problem
Wellfit is a healthcare startup supporting dental service organizations with products across billing, customer management, and practice operations. When they brought us in, onboarding was entirely manual—relying on paper forms, phone calls, and repeated data entry across products. Each product had its own onboarding flow, even when collecting the same information, which led to errors, long onboarding timelines (up to two weeks), and an experience that didn’t scale as the company grew.
Key Work
Stakeholder Interviews
to understand onboarding pain points, business constraints, and goals for scale
Competitive Analysis
to benchmark onboarding expectations and identify gaps versus alternatives
Personas & Journey Mapping
to surface inconsistencies and opportunities for a unified onboarding experience
Workflow Mapping
to align stakeholders around a single, scalable onboarding model
Partnered with Engineering
through build, testing, and release
Impact
Onboarding time reduced from ~2 weeks to minutes
Single onboarding experience across all products eliminated duplicate data entry and reduced errors
90 System Usability Score
Leadership Insight
Acting as a buffer between shifting stakeholder priorities and the team reduced churn and kept delivery focused without sacrificing alignment.