Onboarding & Support Centre

Goals:

• — Give users more tools for self-guided onboarding.
• — Systematise support requests and route technical bugs to Jira.

After signing up on Westudy, new users received an unexpected call from a manager without any prior notice or agreement — this was a poor first impression.

Support had no systematic tools: bugs, feature requests, and general questions were mixed together, and learning materials were hard to find.

Problem

• — The cold call from a manager after registration made users uncomfortable.
• — Support couldn't effectively separate technical bugs from feature requests.

Redesigned onboarding

Replaced cold calls with structured onboarding: updated tutorial videos, the ability to self-schedule a meeting with a manager, links to the service's social channels, and partnership offers.

User support centre

Created a single place for all requests: an easy-to-use support form, request categorisation and bug routing to Jira, in-product update announcements, and improved search over learning materials.

Results

Users gained more autonomy in getting started with the service. Support received a structured flow of requests with clear separation between bugs and feature asks.