From scrappy to scalable: Configuration guides

Developed a content-first onboarding guide experience that solved a major adoption gap for cloud customers. What began as a scrappy, no-code solution evolved into a scalable, intent-based UX now central to successful deployments.

📈 Outcome

Phase 2 SUS score of 69.5: Above-average usability rating from user testing
2K+ cloud customers: Actively using intent-driven configuration guides
Content development impact: Evolved a one-size-fits-all onboarding guide into a scalable, intent-driven content system supporting multiple configuration paths and repeat use cases
Month-over-month retention: 13% of users who view the configuration guides return to them the following month

🚧 The problem

Customers were struggling to configure their Citrix DaaS deployments successfully. Documentation was scattered, the administrator console lacked in-product guidance, and support teams were fielding repetitive setup questions.

🎯 Goal

Create an onboarding experience to help reduce the time it takes for users to understand the value of Citrix DaaS and complete their first deployment.

🛠️ Phase 1: My scrappy solution

I created a lightweight configuration guide using only knowledge gathering and content design. No engineering or product design support. I outlined key deployment steps, surfaced helpful resources, and wrote clear, actionable instructions, all integrated directly into the admin console via the Resource Center.

💡 My contributions

1. Identified friction points

Audited configuration requirements and support tickets to uncover common pain points and blockers.

2. Validated technical accuracy

Partnered with Product Management and Engineering to confirm technical deployment details and edge cases.

3. Built the onboarding guide

Designed and wrote the first Citrix DaaS configuration guide using only content design and Pendo. No engineering or product design support.

Users select the Resource Center icon to view the Getting Started guide

🔄 Phase 2: Intent-based onboarding

The first guide was a one-size-fits-all experience that didn’t reflect each customer’s unique configuration needs. To improve value for admins, the product team proposed a hard-coded, intent-based onboarding guide that could surface more relevant setup steps based on what the customer was trying to achieve.

💡 My contributions

1. Cross-functional brainstorming

Built on the initial framework with product management, product design, and engineering to support a scalable, intent-based onboarding experience tailored to customer goals.

2. Dashboard widget content

I wrote concise, engaging copy that encourages users to click the primary action on the dashboard widget.

3. Onboarding guide content

I wrote concise introductory information, posed contextually relevant questions, and offered users clear, step-by-step guidance to avoid confusion and cognitive overload.

Users had different onboarding steps based on the type of deployment

🔄 Phase 3: Reusable configuration hub

The Get started with DaaS widget and onboarding guide UI needed to evolve for ongoing use. We transformed it into reusable resource for admins, allowing them to return based on their configuration goals. This change aimed to shift its perception from a one-time tool to a dynamic, task-oriented resource.

💡 My contributions

1. Repositioned the dashboard widget

I revamped the dashboard widget content to support a broader set of configuration guides beyond first-time onboarding, encouraging repeat use and deeper engagement.

2. Presented configuration options

Added a configuration guides page that let admins choose setup paths based on their use case.

3. Introduced a new resiliency guide

I wrote the intent based questionnaire and step-by-step guidance to support environment resiliency use cases.

✨ Summary

Across three phases of evolution, a simple onboarding guide transformed into a scalable, intent-driven configuration hub, leveraging UX writing, content design, and cross-functional collaboration to deliver clarity, engagement, and lasting value for thousands of cloud admins.