Checkmate 2022
Collaborator Invitations & Management for Self-Serve Clients
Designed and launched a secure invite experience for self-serve clients to add, assign, and manage collaborators during onboarding—resulting in an 18.5% increase in onboarding completion rate in 2 months, and fewer support tickets.
Role
Product Designer (solo)
Team
1 Designer (me), 1 PM, 1 Engineer
Platform
Onboarding Flows (Web)
Invite, assign, and manage collaborators during onboarding
Project Summary
Goal:
Enable self-serve admin users to invite collaborators and complete onboarding independently and securely.
Impact:
18.5% increase in onboarding completion rate in 2 months, plus faster onboarding and fewer support requests.
The Problem
Restaurant owners signing up for Checkmate had to complete onboarding tasks—like forms, POS setup, and banking info—but often didn’t have all the required information themselves.
"I don't have my banking details, that's with my business partner. I wish I could just invite her to help set this up."—Restaurant owner onboarding to Checkmate
Previously, admins couldn't add collaborators, so they were forced to share credentials or contact support for help. This led to onboarding delays, extra support work, and security risks.
Before: No way to add teammates led to onboarding delays and support tickets
The Challenge
How might we help self-serve clients bring in the right people to finish onboarding, without support or risky workarounds?
Blockers:
No easy way to add collaborators or assign roles
No confirmation/status updates on invites
Reliance on support team for basic user management
Solution
Introduced a step-by-step invite and collaborator management flow
Admins can securely invite, assign roles, and manage access for other team members
Designed smart defaults, inline help, and contextual actions (resend, update, remove) for a seamless self-serve experience
Screens & Flows
Invite flow slideshow: Easy invite, assign, and manage collaborators—all in one place
Design Iterations
To get the flow right, I explored and tested several options:
Design iteration slideshow: Evolving the flow from form to unified view
Flow Diagram & Admin Actions
Flow: how users and admins invite and manage collaborators
Admins can resend invites, update roles, or remove users
Outcomes
+18.5% increase in onboarding completion rate in 2 months after introducing collaborator invitations
Faster, more secure onboarding for self-serve clients
Fewer support tickets and admin interventions
Positive feedback from admins and onboarding team
What I Did
Ran usability tests with self-serve clients
Mapped pain points and edge cases from support data
Designed and iterated the full invite and management flow
Added clear status updates and messaging based on feedback
What I Learned
Self-serve tools must be flexible and intuitive when onboarding depends on input from multiple people. Enabling admins to easily invite collaborators led to faster, more secure onboarding and fewer support tickets.