Email
Onboarding emails refresh
Context. A product team had a templated welcome sequence that sounded robotic and over-explained features.
What I did. Interviewed support to list the top 5 early confusions. Rewrote as plain-text with one clear next step per email, small proof points, and a friendly reply prompt. Added a short “busy reader” note up top when the message was longer.
Outcome. Fewer early support tickets on common setup questions, and better replies with real context the team could use.