FinTech DX & Onboarding
Project Name
FinTech DX & Onboarding
Headquarters
Australia, Asia & Europe
Industry
Finance
Company size
6,000
Timeline
5 weeks
CTO For Hire was approached by a global API provider who was overwhelmed by rapid growth in several key markets. Internal teams were bottlenecked by manual processes and support escalations. This was causing customers to experience slow onboarding and often require extensive 1-on-1 hand-holding to get setup and become more successful on the platform.
Over the course of 5 weeks, CTO For Hire focused on uplifting the developer experience (DX) around setup and onboarding. This work included:
- Auditing existing developer documentation, reference material and onboarding resources.
- Defining several customer profiles representative of the target market, job roles, and relevant technical skill levels.
- Developing an onboarding education plan for new customers.
- Creating new resources (tutorials, guides, and companion postman collections) focused specifically on first-touch developer experience and optimizing for "time to first call" success.
- Refining existing technical reference material into targeted deep-dives to educate new engineers on complex regional compliance requirements and best practices.
Onboarding resources were consequentially re-used internally for new engineers joining the growing team.
"This is the best documentation on the platform I have seen. The tutorials are great, even for onboarding me as a new team member." — Senior Engineer
CTO For Hire was able to absorb deep domain knowledge rapidly and produce high-quality customer-ready resources that also excited the delivery team for the opportunities ahead.
"This is fantastic! We should have had this 10 years ago!" — Senior Engineering Manager
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