+61%
Activation
Product · 2024
Redesigning the onboarding surface increased activation by 61% and cut support tickets in half.
- Client
- Lumen OS
- Services
- · Product Design· Website
· LUMEN OS+61%
Impact
Numbers the client's own dashboard shows.
Verified against Lumen OS's analytics — not our screenshot library.
-52%
Support tickets
72
NPS
01 · The challenge
A powerful product hidden behind a punishing setup. Activation stalled at 34%.
02 · The approach
We restructured the setup into three progressive milestones, wrote every microcopy line, and shipped a component library the team still uses.
03 · The results
Activation jumped to 55%, then 61% after a follow-up cycle. Support load halved. NPS reached 72.
Gallery
Selected frames.
A few moments from the engagement. All shipped, all live, none photoshopped.
A note from the client
“They ran the engagement like it was their own company. The kind of partner you only find twice in a career.”
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