I made a “simple” onboarding process actually simple.
Client: onDiem
Year: 2024-2025
Role: Lead Copywriter and Brand Strategist
Deliverables: UX Copy
onDiem, the first W-2 dental staffing platform, boasts quite a few things: an unparalleled benefits suite for dental workers, the ability to take on all payroll and compliance headaches for dental practices—and, until I joined the team, the longest and most unwieldy onboarding processes to ever exist. (I wish I was exaggerating.)
Working alongside our UX designer, I crafted messaging for a refined onboarding process that cut down hundreds of steps. Thanks to our work, dental professionals and practices alike can now onboard faster—and start using onDiem’s revolutionary platform.
It’s worth noting that we saw an uptick in our metrics immediately after launch. Within 24 hours, dozens of “inactive” dental professionals who were stalled in the onboarding process for weeks finally completed their onboarding.
UX Copy for Dental Job-seeker Onboarding Process
❌ Before
A short snippet of the previously overwhelming, 100+ step onboarding process for dental job-seekers (e.g., dentists, hygienists, dental assistants, and admin staff)
✅ After
Highlights from our new, 5-step onboarding process.
✅ Dental professionals only need to complete 5 steps before they’re able to find and book jobs.
✅ Only after they successfully book a job are they required to provide a bit more information (financial forms and payment information); they’re not required to provide that information up front.
✅ Additional onboarding pieces that allow a dental professional to access W-2 benefits (health insurance and PTO) can be completed at any time—but the user is prompted to complete those pieces at intuitive moments. They are no longer forced to complete them at the beginning of their onboarding process.
UX Copy for Dental Practice User Onboarding Process
❌ Before
Before I joined onDiem, there was no formal onboarding process for dental professionals. (Not kidding.) That meant our customer service team not only had to deal with backlogs of confused and angry clients; they sometimes had to get on the phone and manually walk clients through onDiem’s platform.
✅ After
A short slideshow highlighting our brand new onboarding process for dental practice users.
Upon login, practice users are immediately prompted to explore their new calendar-based booking tool.
Intuitive prompts and insets allow practice users to immediately understand essential UX features.
Exceptional use cases are also presented and explained. For example, what happens if a practice user sees that no professionals are available on a given day?
New filtering functions made their debut in this launch as well. We made sure to include some explainer copy so that our practice users could take full advantage of this new feature.
After exploring their dashboard, practice users are able to view their calendar-based scheduling tool.
UX Copy for Job-seeker Certifications
Before our updates...
What's not working: Confusing ask and value for the user, plus unnatural and impersonal language.
...and after our updates.
What's different: A clear ask and value for our user, plus language that more readily mirrors the language of the clinical dental worker.
More of what's different: A clear description of why this information is necessary, and intuitive form fields.