Process

I began by gathering insights from sales, customer success, and product leaders to understand customer concerns and common points of confusion about Gather 2.0. Product leaders who worked with beta users provided valuable feedback on where customers needed the most support during the transition.

With this research, I created three targeted onboarding guides: one for new admins, one for new members, and one for 1.0 admins migrating to the new version. I wrote all content and produced many of the screenshots and GIFs. The guides were integrated into our launch communications, with each shared to its appropriate audience segment.