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Shopify.

Rebuilding onboarding for Shopify's move from online into in-person commerce.

Shopify POS on a counter: a tablet on its stand beside a card reader.

Shopify's move into in-person commerce left merchants with two onboardings, four weeks of setup and a wasted Pro trial. I led design to replace them with one adaptive flow.

Role
Design lead, player/coach
Responsible for
Strategy, Quality, Craft
Scope
2M users
Date
2021–2022

Unified onboarding

Merge two onboardings into a single adaptive flow.

  • Shopify marketing page, "The platform commerce is built on", with product and order cards.
  • Point of Sale setup guide in the Shopify admin: a checklist of tasks to get ready to sell in person.
  • The adaptive setup flow shown as stacked Step 1–3 cards.
  • Unified setup guide card with completed and remaining onboarding tasks.
  • Point of Sale setup tasks on mobile.

One self-serve flow that adapts to each merchant and reveals setup as it's needed.

Pro trial

Stop wasting the trial. Make it visible, valuable, and well-timed.

  • POS setup guide with a persistent "Make more sales with POS Pro" trial callout.
  • "Start your POS Pro free trial" modal over the admin.

A visible, persistent Pro trial, no longer buried in online-store onboarding.

Hardware to online

Bridge the gap between physical hardware setup and the online product.

  • Shopify POS tablet on its stand, with a card reader, on a retail counter.
  • In-product hardware setup linking out to the Shopify hardware store's card readers.
  • POS app test-transaction flow: enabling test mode to run a practice checkout.

Hardware setup, troubleshooting, and test transactions, all in-product.

Impact

$51M → $100M
POS ARR doubled in one year
14k → 36k
Pro customers (+157%)
22k → 28k
Basic customers (+27%)
4 → 2 weeks
Time to fully onboarded

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