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Case Study — Workbounce

From Friction to Flow

A Frictionless First Experience

As part of Incomparable, our team partnered with Workbounce to lead the design and creative direction for a complete overhaul of their onboarding experience. The goal was to create a frictionless flow that allowed users to seamlessly integrate their existing tools and immediately realize value from the platform.

Workbounce excels at unifying customer data and surfacing actionable insights, but the original onboarding experience risked losing users early due to unnecessary complexity and unclear guidance.

Through user interviews and product analytics, we identified three primary friction points:

To address these, we designed a streamlined onboarding flow focused on clarity, speed, and early wins. Steps were broken into digestible actions with progressive disclosure, revealing only the most relevant information at each moment to reduce cognitive overload.

Connect with Ease

Workbounce’s value depends on connecting to CRMs, email platforms, and knowledge bases—but the original setup process lacked transparency, often leaving users unsure whether integrations were successful.

To improve this, we:

Placeholder content for Connections displaying potential user questions, dynamically changing based on selected Connections.

The placeholder content for Connections shows potential questions the user can ask, and changes based on the combination of Connections selected

Users setting up and fine-tuning their Connections while maintaining context of the onboarding process.

Users can easily set up and fine-tune their Connections without losing context of the overall onboarding—and are not forced to go through all of it at once

In parallel, we collaborated with engineering to optimize backend authentication. Real-time validation allowed users to immediately confirm whether integrations were successful, reducing support tickets and improving setup success rates.

Playstation-style splash screen welcoming users after setup, enhancing the first experience.

Once set up, the users are greeted by a Playstation-esque splash screen to make that first experience as memorable as possible

Kickstarting Topics

Once users connected their data sources, the next challenge was configuring "Topics"—categories that organize insights within the platform. Originally, this was a manual process that left many unsure of how to proceed.

We addressed this by introducing:

To further support users, we included contextual help via tooltips and real-time previews that showed how data would populate within each topic. This built confidence in their configurations and reduced hesitation.

We also added bulk topic creation, enabling teams to quickly scale their setup—especially helpful for larger organizations managing multiple data streams.

Access to pre-configured templates based on connected data, streamlining the Topic setup process.

Easy access to templates that formulated based on connected data makes the Topic setup exponentially more efficient

Measuring Success

The redesigned onboarding experience—spanning integration setup, topic creation, and guided walkthroughs—delivered measurable improvements to user adoption and activation rates.

By focusing on clarity, automation, and intuitive guidance, we helped transform Workbounce's onboarding into a frictionless journey. Every part of the experience was designed to give users confidence, accelerate time to value, and reduce dependency on support—all with the goal of boosting long-term engagement from day one.