Client Imports
Reducing Support Load by Rethinking Imports
May – August 2024
Figma, Notion
My Role
In collaboration with our UX researcher and engineers, I led the end-to-end redesign of the import experience, aiming to:
Increase import success rates
Build user trust through better feedback and error handling
Reduce the volume of support tickets
Unify two fragmented flows across onboarding and the Customers page
The Problem
Importing customer data is an early step for users trialing Salonized. However, the existing import flow was too technical, lacked error feedback, and frequently resulted in support requests.
Data showed that users who imported customers were 4x more likely to convert to a paid plan, making this a high-impact opportunity to improve both UX and business performance.
Yet, the existingflow caused major friction:
No error feedback when imports failed
Rigid formatting requirements (e.g. requiring last names, rejecting mailto: links)
Minimal previews and confusing field mapping
Separate flows for onboarding and in-app imports, causing inconsistency
Frequent manual interventions by support, especially for large files
!spoiler!
OUTCOMES
Customer imports increased significantly
Support tickets dropped by 48%
The flow saw immediate adoption and helped inform a new framework used across the platform
What we did
Analyzed support tickets and funnel drop-offs to understand key failure points
Added real-time error previews, auto-suggestions, and partial import handling
Streamlined the UI with built-in templates and guidance
Unified the onboarding flow with in-app access to improve visibility
