Tauhid Sajib
Resume
Healthcare
Onboarding
B2B SaaS

SaaS Product Motion Design

New clinicians were dropping off during a 12-step activation flow. Activation rate sat at 41% and time-to-first-chart averaged 9 days.

Activation rate

87%

up from 41% in the first quarter

Time to first chart

90 min

down from a 9-day average

Support tickets

-63%

onboarding-related, month one

Clinician NPS

+34

first cohort post-launch

01

The Problem & Challenge

New clinicians were dropping off during a 12-step activation flow. Activation rate sat at 41% and time-to-first-chart averaged 9 days.

I spent my first week reading policy PDFs instead of seeing a single patient. By the time I reached the charting tool, I had already decided this was not the system for me.
Dr. Lena Hosseini, newly-licensed clinician, week 1 interview
Activation rate41% → 87%
+46 pts
Time to first chart9 days → 90 min
-99%
Support tickets2.1k/mo → 780/mo
-63%
Drop-off59% → 13%
-46 pts
02

Research & Discovery

Ran contextual inquiry with 14 clinicians across three hospitals. Mapped the activation journey and found six steps that could be collapsed into two. Prototyped three onboarding patterns and tested with Maze. Shipped a progressive disclosure flow that revealed complexity only when relevant.

Onboarding was compliance-first, not workflow-first

The 12 steps were ordered to satisfy legal review, not to mirror how a clinician actually starts. Compliance and workflow can coexist with resequencing.

The charting tool was buried three menus deep

Clinicians could not find the one action they came for. The activation flow never surfaced the core value — it only verified credentials.

Context was lost between sessions

When a clinician paused onboarding and returned the next day, progress reset visually. There was no resume cue, so they assumed they had to start over.

Journey map — where it broke

  1. 01
    Invite receivedEmail link expired after 48h; 14% never clicked.
  2. 02
    Identity verificationRequired a desktop browser; 31% were on mobile.
  3. 03
    Policy acknowledgementsSix separate PDFs, no progress indicator.
  4. 04
    Role selectionDropdown had 40 roles with no search.
  5. 05
    EHR connectionOpaque error if the hospital was not yet supported.
  6. 06
    First chartNo guidance; clinicians abandoned here most.
03

Design & Iteration Process

Each phase below presents the options we weighed, the tradeoffs, and the decision we made. Design is choosing between imperfect alternatives.

Move the first-chart experience to step 2, right after identity. Compliance acknowledgements shift to contextual moments inside the charting flow.

  • Keep 12-step linear flowFamiliar to legal, but 59% drop-off persists.
  • Progressive disclosure, 4 stepsChosenRequires legal sign-off on contextual compliance.
  • Skip onboarding entirelyFastest, but clinicians miss critical policy context.
04

The Solution & Key Features

Reduced activation flow from 12 steps to 4. Introduced a guided first-chart assistant that cut time-to-first-chart from 9 days to under 90 minutes.

Progressive activation

Before

12 sequential steps, compliance-ordered, no progress indicator.

After

4 contextual steps, value-first, with a live progress rail.

Spotlight · Clinicians reach the charting tool in under 5 minutes instead of 9 days.

First-chart assistant

Before

No guidance; clinicians abandoned at the most critical step.

After

An inline side panel that teaches in context, then collapses when no longer needed.

Spotlight · First-chart completion rose from 44% to 91% in usability testing.

Resume banner

Before

Returning clinicians saw a blank state and assumed they had to restart.

After

A persistent banner shows the exact step, with one-click resume.

Spotlight · False restarts dropped to near zero in the first month of launch.

Contextual compliance

Before

Six PDF acknowledgements front-loaded before any real work.

After

Policy moments surface inline, at the point they become relevant.

Spotlight · Legal review passed with zero policy changes — only sequencing changed.

05

Outcome & Measurable Impact

87%Activation rateup from 41% in the first quarter
90 minTime to first chartdown from a 9-day average
-63%Support ticketsonboarding-related, month one
+34Clinician NPSfirst cohort post-launch
It was the first onboarding that felt like it respected my time. I saw a patient on day one instead of reading policy for a week.
Dr. Marcus Vell · Attending physician, Helix Health

Lessons learned

  • Compliance and workflow are not in conflict — only their sequencing was.
  • The fastest path to activation is to surface core value, not to verify credentials.
  • A resume cue is cheaper than a re-onboarding flow and far less frustrating.

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