Extend the existing tooltip system to educate and guide new paid leads

[anmurali]

Design Doc

Proposal

Extend the existing tooltip system to new paid leads to guide them toward key product areas and improve engagement during onboarding. (What's Next Post)

Background:
We have a set of onboarding tasks along with a setup specialist to help a new paid lead learn the product and set it up for their company. We have 1000s of paid leads being sent to New Dot per month. 20-30% of leads engage with onboarding tasks or setup specialists.

Problem:
Conversion depends on a paid lead’s engagement with onboarding tasks or their setup specialist. However, only 20-30% of leads engage with one or the other. When leads do not engage, they are left to explore the product independently. Given the complexity and depth of the product, this lack of structured guidance likely results in a higher drop-off rate among the 70-80% of leads who remain disengaged. Additionally, not all users share the same learning style, making it challenging to provide a universally effective onboarding experience.
This creates a significant opportunity to explore alternative approaches to guiding paid leads through the onboarding process, particularly for those who do not engage with existing methods.

Solution:
We already have a tooltip system in place for migrated users to learn the new product. We propose leveraging this system and extending it to new paid leads, guiding them toward key areas of the product that could benefit them. This would allow experimentation with different engagement styles to identify approaches that yield meaningful success over time.

Tasks

• Post Proposal (full Problem/Solution statement) in #expensify-open-source
• Wait at least one full business day, and until the post has a majority (2/3) of positive reactions (👍)
• Paste Proposal in the space above with a link to the Slack thread
• Email strategy@expensify.com and paste in the Proposal
• Fill out the High-level overview of the problem, Timeline, and Terminology sections of the Design Doc
• Email strategy@expensify.com (continue the same email chain as before) with the link to your Design Doc
• Host a pre-design meeting (example) in #expensify-open-source to discuss any necessary details in public before filling out the High-level of proposed solution section.
• Fill out the High-level of proposed solution section
• Email stategy@expensify.com again with links to the doc and pre-design conversation in Slack
• Add the DesignDocReview label to get the High-level of proposed solution section reviewed
• Respond to any questions or concerns and bring up blockers in Slack to get a consensus if necessary
• Confirm that the doc has the minimum necessary number of reviews before proceeding
• Host another pre-design meeting in #expensify-open-source to ask for engineering feedback on the technical solution.
• Fill out the Detailed implementation of the solution and related sections.
• Re-add the DesignDocReview label to this issue
• Respond to any questions or concerns and bring up blockers in Slack to get consensus if necessary
• Confirm that the doc has the minimum necessary number of reviews before proceeding
• Email strategy@expensify.com one last time to let them know the Design Doc is moving into the implementation phase
• Implement the changes
• Add regression tests so that QA can test your feature with every deploy (instructions)
• Send out a follow up email to strategy@expensify.com once everything has been implemented and do a Project Wrap-Up retrospective that provides:
  • Summary of what we accomplished with this project
  • What went well?
  • What could we have done better?
  • What did we learn?

[melvin-bot]

Current assignee @anmurali is eligible for the NewFeature assigner, not assigning anyone new.

[melvin-bot]

⚠️ It looks like this issue is labelled as a New Feature but not tied to any GitHub Project. Keep in mind that all new features should be tied to GitHub Projects in order to properly track external CAP software time ⚠️

[melvin-bot]

Triggered auto assignment to Design team member for new feature review - @shawnborton (NewFeature)

[anmurali]

@shawnborton have you had a chance to review the pre-design? As a next step I think we want to put mockups together and then perhaps make a video to show some user flows through some combination of those tooltips. What do you think?