Onboarding Handbook - Fractal Analytics
Status
Shipped
DIscipline
Design Operations
Service Design
End to End Research
ROle
Sole Designer
Timeline
3 Weeks
The Brief
The original ask was to streamline the onboarding process.
The onboarding varied from cluster to cluster depending on individual leads resulting in inconsistent onboarding experience.
The team-wide onboarding happened ad-hoc only after a decent number of people had joined.
The Process
I led end-to-end UX research to understand where the friction was happening.
As a part of the research, I:
Conducted interviews with recent joiners across different clusters
Mapped the current onboarding journey
Identified ambiguity in ownership, communication, and expectations
From there, I translated findings into:
A structured onboarding handbook
Clear process guidelines
Defined responsibility touchpoints
The Core Challenge
The new joiners felt overwhelmed with the amount of information shared.
They were receiving too much information without context and didn’t know:
What to prioritise first
Who to reach out to for specific concerns
What was expected of them in the first few weeks
Some navigated quickly because they met teammates early. Others struggled, especially in a hybrid environment.
The Outcome
A reference book that complements the existing onboarding process and helps the new joiner understand what to expect and self solve certain issues.
The impact
Onboarding shifted from being dependent on individual leads to being supported by a shared, structured system.
New joiners had a clear understanding of what to expect in their first weeks
Reduced uncertainty by making priorities and ownership explicit
Boosted confidence by clarifying who to reach out to and when
Improved internal alignment by defining responsibilities across pods