The problem
Every new batch flooded support with the same questions about platform features, processes and policies. A knowledge base already answered them, but students either didn't know it existed or didn't want to use it.
Collecting each student's personal and professional details was also done by hand, which caused errors and delays. The placement team needed those details to build resumes, but often got them late through offline methods, which delayed placements.
What we set out to do
Build one onboarding process that taught students how the platform works, collected their details automatically, and took load off the support team.
What I did
- A required onboarding journey: for every new student, with short videos on platform features, course processes and best practices.
- A quiz after each video: so students engaged with the material before moving on.
- An automatic form: that collected personal and professional details, for both the support and placement teams.
What changed
- Repetitive support tickets down 70%, as students found answers themselves.
- No more manual data collection, and no more errors from it.
- The placement team had student details on time.
- Students said the move onto the platform felt smoother.