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BharatGo is a no-code e-commerce platform built for small business owners across India — many of them first-time digital sellers with no technical background. When I joined, their onboarding flow was an 8-step process with no guidance, no progress feedback, and no sense of what the end result would look like. Drop-off was high and the support team was flooded with setup questions.
I led the full redesign end-to-end: user research, flow restructuring, UI design, and iteration with the engineering team across a 2.5-month sprint.
The core insight was that merchants weren't abandoning because the product was bad — they were abandoning because they couldn't visualise what they were building. So I restructured the flow into 5 progressive stages and introduced a live store preview that updated in real time as they filled in details. Every decision was about reducing cognitive load and building confidence at each step, not just reducing the number of steps.
The result: onboarding completion time dropped 40%, drop-off reduced by 35%, first-week engagement rose 28%, and onboarding-related support tickets fell by 30%.
The visual language was kept deliberately simple — clean cards, strong progress indicators, friendly microcopy — because the product needed to feel approachable to non-technical users, not impressive to designers.
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