Clockwork Universe is a powerful but complex platform used by fund managers, analysts, and investors to manage portfolios, transactions, and reporting.
When I joined the project, there was no onboarding experience in place. New users were expected to learn the product through ad hoc explanations from Customer Success or through trial and error, which led to confusion, inconsistent setups, and slow time to value.
I led the creation of Clockwork University, a structured onboarding experience designed to help users:
New users struggled to get started because:
As a result, early product adoption was slow and heavily dependent on human support.
I partnered closely with the Customer Success team to understand:
Through workshops and interviews with CS, we mapped the real onboarding journey, from account creation to first meaningful product usage.
This research helped identify:
Clockwork University was designed as a guided onboarding layer inside the product.
It focuses on:
Rather than being a static help center, Clockwork University acts as an educational experience embedded in the product, aligned with real usage moments.
Clockwork University served as the foundation for a more scalable, user-centered onboarding strategy within Clockwork Universe.
Clockwork University proved that onboarding is not just about explaining features, but about guiding users toward meaningful first actions.
By grounding the experience in real Customer Success workflows, we transformed onboarding from a reactive, human-dependent process into a scalable, product-led experience. Users no longer had to rely solely on calls or documentation to understand how the platform worked.
This project reinforced several key learnings:
Clockwork University became a foundational layer of the product, setting the stage for future improvements in education, self-serve learning, and user enablement across Clockwork Universe.
