Problem
Clean isn’t the same as clear.
The 1.0 experience is fragmented, creating friction for suppliers during onboarding and integration, and pulling heavy, recurring support from the BSN team.
Onboarding itself is manual and clunky. After a supplier pays for the product, they’re sent one login for training videos, another to set up a separate directory profile, and only then are they handed the login to their actual account, where onboarding finally begins.
Goal & North Star
Send suppliers to onboard in one place.
Get suppliers to their first meaningful action as fast as possible, sequencing value before setup, without forcing them through a wall of forms.
- Replace passive emptiness with active, contextual direction
- Cut steps out of the old multi-login onboarding flow
- Lead with value: get company profile and ATS/VMS connections done first, so API data starts flowing and users can invite teammates almost immediately
- Reduce onboarding-related support tickets by 60%, directly targeting the confusion 1.0 caused
“A supplier should never wonder “what am I supposed to do here?””
Process & Key Insights
Onboarding should be in one place.
I mapped and audited the old onboarding flow end-to-end and found the real problem wasn't a missing feature. It was sending the suppliers all over the place before they finally landed inside the product that lacked directional text or help documents.
