Many new users in the self-serve product churn due to perceived limitations, unaware of the full capabilities offered in paid plans. This lack of visibility into core functionality prevents them from seeing how the platform can meet their needs and deliver long-term value.

Enable self-serve users to discover and purchase paid modules directly from the “Explore modules” tab in the nav menu, making it easier to explore Rose Rocket’s full capabilities and purchase solutions without engaging Sales

Create a module marketplace experience using a Pendo Guide overlay, paired with a Zapier workflow that alerts internal Rose Rocket teams when users express interest in specific module upgrades

Increase in number of upgrades

Significant reduction in number of questions to customer support about feature gaps

New users are overwhelmed by the open-ended nature of Board Builder, which presents a blank canvas with hundreds of customization options. This flexibility creates friction for new users who need help understanding how to build boards that address their specific business needs.

Offer a set of five pre-built board templates with tailored columns and views designed around common micro-carrier use cases, reducing complexity and helping users get started faster.

Build a lightweight board template library by combining a custom UI with Pendo and backend logic with Zapier, allowing users to preview and install one of five pre-configured templates aligned to common use cases.

Increased number of boards created

Decreased time to value by improving understanding of board capabilities for customized use cases

Internal demand from account & CSM teams for activation efficiency

New users struggle to get started with Rose Rocket due to the platform’s complexity and lack of accessible guidance, hindering them from reaching initial value. Without relying on human support, how might we empower users to self-serve and accelerate their time to value?

Introduce an onboarding board that acts as a guided checklist, helping users complete key setup tasks—like account configuration, first order creation, and understanding customization options—to accelerate time to value

Leverage Rose Rocket’s existing board builder and custom field functionality to create an onboarding board that both educates users on key milestones and encourages hands-on engagement with the product
- Collaborated with GTM to understand key onboarding tasks
- Leveraging our own product instead of building out an onboarding specific feature that is constantly changing and unique by customer segment

Observed multiple customers referencing the onboarding module to get data in to our system

Increased engagement and activation from customers who referenced onboarding module to get data into the system