SaaS / Tech

Onboarding Transformation

From Chaos to Clarity – Streamlining Onboarding for Scale

One of our amazing clients, a fast-growing organisation in the SaaS and logistics space, was scaling rapidly—but their onboarding process wasn't keeping pace. Training materials were scattered across Google Docs, emails, PDFs, Confluence, and inconsistent handovers. There was no centralised location for onboarding, and every department had a slightly different version of what 'training' looked like—namely the Head of Department repeating themselves every time there was a new hire.

Key Issues Identified

The onboarding challenges were significant and widespread.

New hires were overwhelmed by information, unsure of where to start, and lacked a clear sense of what success looked like in their first 30/60/90 days
Managers were spending hours repeating the same explanations and scrambling to onboard while juggling their own workload
Time-to-productivity was inconsistent and often delayed
Managers were burnt out from repetitive onboarding tasks
The employee experience varied wildly depending on who was doing the training

The Solution

Our focus was to design an onboarding system that was structured, repeatable, and easy to manage—without losing the flexibility needed in a fast-moving business. We delivered a full onboarding transformation in three key phases.

Phase 1: Audit & Discovery

We conducted a comprehensive review of existing systems and processes.

Mapped out all existing materials, touchpoints, and team responsibilities
Interviewed managers and new hires to identify knowledge gaps and duplication
Assessed the current tech stack to determine what tools could be streamlined or integrated
Built out a custom training hub using TalentLMS
Created branded learning templates, interactive content, and onboarding checklists
Introduced quizzes, milestone trackers, and roadmaps

Phase 2: Instructional Design & System Build

We designed modular learning experiences tailored to different roles.

Designed a modular onboarding journey tailored to role type (e.g., Sales, Ops, Support)
Developed SOPs and process maps to align learning with real tasks

Phase 3: Rollout & Training

We ensured smooth implementation and ongoing improvement.

Delivered training and onboarding on how to use the new system
Developed a feedback loop so onboarding could continuously improve
Created a handover process so every new hire had a clear 'welcome + walk-through' experience

The Takeaway

You don't need a massive team to deliver a powerful onboarding experience. Sometimes, the most impactful transformation comes from getting the systems right—clean design, intuitive pathways, and clear expectations.