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Case Studies

About

Experience

FAQ

Case Studies

About

Experience

FAQ

Redesigning Paulcamper's Onboarding Flow & Dashboard for Increased Engagement.

Paulcamper connects camper-van owners with renters in the European camping and RV market, similar to Airbnb in the P2P sharing economy, founded in Germany and now serving multiple European countries.   

Engagement

14.6%

Increase in Active Listings

55% +

Outcome

Headquarters

Berlin, Germany

Industry

Peer-to-Peer

Year

2023

Company size

250+

Role

Lead designer

Collaborated with

Product Manager

Developers

Customer Support

Challenge

At PaulCamper, our camper-van rental platform, we observed a concerning trend: while new owners of camper-vans were signing up, they were not actively improving their camper business profiles to start earning money. Despite their initial interest, many users abandoned the platform before making their first earnings.

Results

Reduced Customer Support Intervention
The simplified onboarding process significantly reduced the need for customer support intervention, saving time and resources.

Improved User Experience

The redesigned dashboard setup flow resulted in fewer user blockages and increased user satisfaction.

Revenue Growth
By streamlining the onboarding process, more owners could set up their accounts accurately, leading to increased bookings and revenue.

Reduced Customer Support Intervention
The simplified onboarding process significantly reduced the need for customer support intervention, saving time and resources.

Improved User Experience

The redesigned dashboard setup flow resulted in fewer user blockages and increased user satisfaction.

Revenue Growth
By streamlining the onboarding process, more owners could set up their accounts accurately, leading to increased bookings and revenue.

Reduced Customer Support Intervention
The simplified onboarding process significantly reduced the need for customer support intervention, saving time and resources.

Improved User Experience

The redesigned dashboard setup flow resulted in fewer user blockages and increased user satisfaction.

Revenue Growth
By streamlining the onboarding process, more owners could set up their accounts accurately, leading to increased bookings and revenue.

64%

Improved onboarding process

15%

Increase in user retention

20%+

Overall engagement increment

Process

Research & Problem Definition

After acquiring owners through our landing page, we aimed to turn them into champion users. To achieve this, I engaged with stakeholders, analyzed competitors, and interviewed owners to tailor our onboarding flow and improve user engagement on the dashboard. I also audited our existing onboarding process to ensure it addressed the needs of multiple personas and included custom flows for users activating via incentives. Also monitored existing data and ran a cohort analysis.

Solution

We defined our challenge as "HOW MIGHT WE ONBOARD OWNERS FASTER AND HELP THEM SET UP THEIR ACCOUNTS EASILY?"
To address this, I optimized our onboarding process and enhanced user engagement by aligning onboarding with personalization, implementing flow adjustments, revamping the dashboard, and establishing user metrics for measuring business impact.

We defined our challenge as
"HOW MIGHT WE ONBOARD OWNERS FASTER AND HELP THEM SET UP THEIR ACCOUNTS EASILY?"
To address this, I optimized our onboarding process and enhanced user engagement by aligning onboarding with personalization, implementing flow adjustments, revamping the dashboard, and establishing user metrics for measuring business impact.

Before

Now

Conclusion

We tested and validated our idea through virtual usability testing. Through a user-centred design approach, PaulCamper was able to address the challenges faced by new owners during the onboarding process. By simplifying the KYC process and improving the dashboard setup flow, PaulCamper improved the overall user experience, reduced support costs, and increased revenue.