Onboarding a business district by hand isn’t slow — it’s impossible. I designed the self-service flow that replaced it.

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SSTOF v2 — the fridge fork with the deposit catalog

Product Overview

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SSTOF — the Self-Service Tenant Onboarding Flow — is a five-step wizard: confirm the business, set up locations and fridge, pick a constraint-calculated start date, invite the team. Activation starts with the building management’s email to its tenants; non-standard setups route to the city manager automatically.

The forcing function was Vancouver: one tower can bring 140 tenant companies at once, and at an hour of Account-Manager onboarding per company that’s two months of manual work — for one building. SSTOF made onboarding parallel and self-served instead of serial and AM-bound.

There was no PM on this initiative — I covered flow logic, copy, design, and cross-team coordination, with a lead engineer checking feasibility.

Timeline — March 2026: field test to handoff
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Research methods

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Research artifacts
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Onboarding flow V1 — six steps from account to first delivery
V1 — six steps, one question each

The first flow mapped end to end: what every step asks the admin for and where it forks. Six screens, the fridge catalog behind a branch, and invites left to the last one — the version the field test was run against.

Onboarding flow V2 — the same journey rebuilt as five steps
V2 — the same journey, restructured

Delivery setup consolidated into one screen, education placed before every high-stakes choice, and both invite paths given their own follow-up. Five steps instead of six, with the start date now calculated rather than asked.

Activation and recovery timeline plotted against the delivery start date
What happens after the wizard

Every path that leaves employees uninvited gets caught, plotted against the delivery start date: the launch kit at once, a reminder three days out, an in-product intercept, then the Employees page carrying the nudge itself.

Users

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Problems

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Key Decisions

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Design Solutions

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The Outcomes

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The Learnings

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