Analytics & Customer Journey

Customer Journey Optimization – Healthcare Industry

Redesigned provider onboarding to reduce drop-off and improve account adoption.

Key Contributions:

  • Conducted focus groups, surveys, and interviews to identify pain points causing a 40% drop-off between account creation and purchase
  • Led a cross-functional New Provider Onboarding Task Force
  • Redesigned the onboarding journey to include sales call or guided video tutorial options
  • Created multiple purpose-specific forms to improve data accuracy and reduce customer service workload
  • Leveraged analytics tools including HubSpot, SEMrush, Sprout Social, and GA4 to track engagement, optimize messaging, and inform journey improvements

Planned Outcomes:

  • Streamlined provider onboarding and improved account adoption
  • Strengthened provider trust and clarified B2B2C messaging
  • Established a repeatable framework for future onboarding improvements

Post-Event Email Campaign – Healthcare Industry

Automated follow-up program to increase engagement and support sales after in-person events.

Key Contributions:

  • Built a 30-day HubSpot email journey personalized with event name/date, driving account sign-ups and sales calls
  • Conducted A/B testing to optimize sender and messaging, finding better engagement when emails came from sales reps
  • Enabled sales team to document lead notes and prioritize outreach within HubSpot

Results:

  • Increase in sales meetings (conversions) post-event by 60%
  • Improved lead nurturing and post-event ROI