Scaling Onboarding Through Video • Section4

Suite of onboarding videos for Section4, a premium online business education platform.

ROLE
Strategist, Producer, Director, Co-Writer

PROBLEM
Section4 offered new users a high-touch onboarding process which provided a positive experience, but was not scalable as the business grew.

APPROACH
Because users often cited the personal touch as something they valued in their onboarding experience, I created two videos for this project: one product walkthrough and one video where program alumni gave advice to new students. Both videos featured one of the most prominent and successful onboarders as the main on-screen talent.

RESULT
Feedback from students was resoundingly positive, and this campaign contributed to a 3-point increase in customer experience rating (Net Promoter Score). By switching to video onboarding, Section4 was able to save thousands of dollars per student cohort.