<aside> ⏱️ Case Study – TL;DR/CliffsNotes

• What? Introduced the free trial experience and platform onboarding to the Hellohire virtual interview platform

  • Free trial status banner
  • Free trial email sequence
  • In-app onboarding video
  • In-app Help Center access

• Why?

  • The Hellohire team needed to manually handle all trial communications and onboarding
  • Inconsistent onboarding experience
  • New users within existing accounts were not covered </aside>

Case Study

About Hellohire

Hellohire is a virtual interview platform that helps recruiters and employers conduct initial interviews with job applicants.

Problem/Opportunity

Free trial visibility and next steps

Free trials were not visible to users. Communication was being managed by the sales and support teams. Customers were often unaware specifically when their trials would end.

Hellohire wanted to put the rails in place to allow low-touch trial sign-ups which would not be as actively managed by the team.

We needed the platform to take on more of the lift for communicating the trail state and providing the next steps on how to upgrade, which at the time this was introduced was not possible in the platform and required a member of the Hellohire team to set up a subscription and payment link.

New user onboarding

Onboarding and new user training were inconsistent. Some accounts received custom training for their team and a live platform tour, and others received much less. Which received what level of onboarding attention was dependent on the Hellohire team’s availability and the projected account value.

Even for high-value accounts, when new users joined the account after onboarding, they would not receive the same level of support and training as users who were there when the account was set up.

Solution

Banner showing the trial state

We created a persistent banner to let users know they are in a free trial and how much time is remaining. To indicate the urgency of an upgrade decision, the banner showed in 3 colors depending on the amount of time remaining in the trial: a variant of the main brand color when the trial started, yellow with 7 days remaining, and red when the trial ended.