Journey to Value
From fragmented onboarding to a faster path to production.
New Copado customers took about 180 days to reach their first production release, and most needed paid professional services to get there. I led the UX strategy that aligned teams across the customer journey and brought six scattered setup areas into one guided path. Together with product and process changes, it helped cut that time to 18 days.
Executive summary
Key outcomes
- 180 to 18days from signed contract to first production release. Reflects the wider initiative: product and process changes together
- 6 to 1separate setup experiences became one guided path
- 5 teamsmapped the customer journey together for the first time
My role
I set the UX strategy and product direction for Nitro. My role extended beyond the screens: I aligned Marketing, Sales, Services, Customer Success, Product and Engineering around one problem, then set the experience strategy and quality bar for what shipped.
- StrategyDefined the needed solutions, features and success metrics
- AlignmentRan the cross-team journey mapping that gave every team one picture
- CoordinationBridged design, product and engineering across 4 PMs and 14+ developers
- Quality and consistencySet information architecture, naming and design system standards
At a glance
- Role
- Director of Product Design
- Team
- 2 designers, 4 PMs, 14+ developers
- Scope
- Five new features in one Copado Setup experience
- Duration
- Nov 2023 to Sep 2025
Getting started took months, not days
Copado is a Salesforce DevOps platform. Customers saw its CI/CD as complex and unfriendly, so paid professional services felt mandatory. Configuration was scattered across the tool with no streamlined path for a new user.
Internally, there was no shared view of good practice for a first setup, and no one owned the journey end to end. Fixing one step at a time had not worked.
Unlock
Unlock the journey mapping, the five features, how I kept it consistent, and the results.