New User Experience Optimization
A proactive support resource built from real first-month user request patterns to reduce basic configuration calls and accelerate new employee productivity.
Project Overview
Identified recurring onboarding issues and led the creation of a comprehensive New User Welcome Pack, converting high-volume support requests into clear, self-service documentation. Standardized guidance across account access, MFA, VPN, Outlook, Teams, printers, phones, and helpdesk processes—significantly reducing early-stage support tickets and improving user experience.
The Challenge
First-Month Confusion
New users frequently needed help with basic configuration tasks after onboarding, including password changes, MFA, VPN, Outlook, Teams, printers, and phone setup.
Repeated Tickets
Many calls were predictable and preventable, creating avoidable helpdesk load and slowing the new employee ramp-up period.
Solution Structure
Account Access
Password changes, strong passwords, MFA registration, and MFA reset guidance.
Daily Tools
Outlook, Teams meetings, phone system, printers, desktop icons, VPN, and network drive mapping.
Support Path
Clear helpdesk procedures, what details to include, and how users can speed up resolution.
Approach
1. Review early user support requests
Studied recurring issues that new employees reported during their first month.
2. Group issues by user journey
Organized topics around what new users need first: account access, communication, systems, and support.
3. Build user-friendly documentation
Created step-by-step instructions with screenshots and plain-language explanations.
4. Reduce dependency on IT
Shifted repeated basic requests into a self-service resource that users could reference at any time.
Impact
Why It Matters
This project shows the ability to spot support trends, identify root causes, and build practical documentation that improves the user experience while reducing operational burden on IT.