Role
Type of Project
Tools
overview
Client
The Hep B Free Network (HBFN) helps local hepatitis B advocacy groups by providing coaching, tools, and a simple path to build a digital presence.
HBFN’s first onboarding challenge was speed to value. Two big hurdles for new advocacy groups are creating an online presence to show legitimacy and understanding their first steps toward making an impact in their communities.
Onboarding Focuses: Website Launch + Advisor Session
1
Clear path to scale
Using advisor-led onboarding as a learning phase informed a self-guided experience designed to scale as more chapters joined the network.
2
Reduced advisor overhead
Moving repeatable guidance out of one-on-one support reduced manual follow-ups and allowed advisors to focus on higher-value coaching.
3
Lower cognitive load
Introducing guidance incrementally helped non-technical members stay focused on what mattered next without feeling overwhelmed.
goals
Balancing goals
Business goals
UX goals
strategy
A phased onboarding solution
To balance time and development constraints with a long-term vision, we split the solution into two phases. Phase 1 delivered a lightweight approach and gave us the opportunity to gather real user insights before investing in a scalable onboarding system that could support a growing number of members.
Onboarding Roadmap
onboarding evolution
What we shipped (MVP)
Instead of introducing new, complex onboarding tools, we made small adjustments to existing resources, like setup video-guided articles on the network site, to support users. We prioritized writing clear, reusable guidance and observing how users followed it and interacted with the website builder.
➡︎
Onboarding checklist
➡︎
8-step "Launch Website" article with video guidance
➡︎
Advisor check-ins to ensure member progress and smooth onboarding
➡︎
Help Center for further guidance and to reduce advisor support
Website Setup Guide
Help Center
What we learned
Even with few members, the amount of advisor effort required to track progress and nudge users highlighted a model that wouldn’t scale.
Overwhelming setup
Members felt overwhelmed by the steps to get their website launch ready.
Clinic bottleneck
Members frequently got stuck gathering hepatitis B clinic info for their local clinic directory.
Support overhead
Advisors spent significant time tracking and nudging members.
User Feedback & Insights from Phase 1 Onboarding
Future scalable onboarding
1 Interactive website builder tutorial
This feature provides step-by-step guidance directly within the website builder, so users can follow along as they make changes instead of referencing a separate guide. It helps reduce confusion and keeps setup moving forward.
In-page guidance allows users to learn the website builder by making changes in real time, rather than following instructions in a separate window.
In-place editing prompts action directly where content needs editing.
Progress feedback reinforces momentum and keeps users engaged.
Attention indicators helps users quickly identify which pages still need atttention before launch.
2 Progress-driven checklist
The checklist guides users through setup by breaking tasks into manageable steps, linking directly to where work happens, and helping them stay on track without needing ongoing advisor follow-ups.
Expandable task sections reduce cognitive load by organizing tasks into manageable groups rather than presenting a single long list.
Anchored links bring users directly to pages where they need to perform their task.
3 AI Clinic Search
AI Clinic Search removes a major setup bottleneck, reducing the time spent researching and removing a common blocker during setup in the website builder.
AI Clinic Search is integrated into the website builder and helps advocacy groups find nearby clinics for their site's local clinic directory, allowing them to choose options that best meet the needs of their community.
Multi-select reduces setup time by allowing users to add multiple clinics to their directory.
AI confidence score builds confidence and trust in feature and links to official clinic sources for further detail verification.
