Identifying the absence of a clear onboarding process in LunaAI, I emphasized the need for an engaging and informative experience to ensure users grasp core functionalities and recognize the application's value.

I adopted a benefits-oriented approach, focusing on the primary user flow—sending their first cold email. To achieve this, I incorporated various design patterns:

• Checklist Onboarding: Users receive a task checklist to complete upon starting with LunaAI, guiding them through setting up their first campaign.
• Gamification: Integrating gamification elements into onboarding encourages engagement and motivation, as users feel accomplished progressing through the checklist.
• Empty States: Empty states provide guidance when users encounter screens without data or content, enhancing their experience indirectly.

Guided by findings from user research and heatmap analysis, I focused on refining the layout and labels for enhanced clarity and organization. Multiple areas demanded improvement, such as the unclear distinction between invited team members and email addresses for cold outreach, unclear categorization in settings, and the need for a more coherent visual hierarchy on various pages.
To address these issues, I designed separate flows for managing team members and playbook-assigned accounts, reorganized settings categories for improved clarity, and optimized the visual hierarchy on key pages using heatmap data.

Based on the insights gleaned from the research, I created low-fidelity wireframes. I then organized meetings with my team to present the proposed improvements, explain the rationale behind them, and invite my colleagues to share their thoughts and feedback.

Making help easily accessible and using the user's language: Analyzing the current state of the dashboard revealed that the "help and support" heuristic was not adequately addressed, as the knowledge base was presented as a list of hard-to-navigate articles. Also, it was unclear how users could obtain support—during usability testing 74% of users responded with "I am not sure" when asked how to seek assistance.

Ideally, we would utilize an AI model trained on the LunaAI knowledge base, capable of processing questions in natural language. However, due to practical constraints, we opted for CommandLine AI, an AI-powered user assistance tool that monitors user actions, provides support when needed, and adheres to privacy regulations like GDPR and HIPAA.