Cutting client onboarding from 4 weeks to a few days
Replacing a manual, multi-team setup process with a wizard clients could complete themselves
Client
Cloud-based Network Management Platform
Role
Lead Product Designer
Platforms
Desktop
The Brief
About the Client
Highway9 built a platform that helps enterprises set up and manage private 5G and LTE networks, covering everything from in-building coverage to edge infrastructure. I joined right after they came out of stealth, when they were growing fast.
Challenge
Onboarding a single client onto the platform took anywhere from 5 days to 4 weeks, usually the latter.
Getting a client set up needed coordination between their stakeholders and on-site engineers for details about network infrastructure, bandwidth usage, and device settings, plus Highway9's own Cloud Solution team to complete integration. Setup would often stall due to a lack of context or technical knowledge on the client's side, leaving the team waiting on information before they could move forward.
Solution
Growth was accelerating, and it wasn't feasible for the Highway9 team to manually intervene at every stage of setup for every client. The brief was simple: build a Getting Started wizard that let clients configure their own network, without needing Highway9's support team every time.
