As part of a push to improve the customer onboarding experience, I volunteered to create a new account activation / welcome email for users that just had their account created.

An account activation email is typically just a link, but that’s a wasted touch point with a user. This was an opportunity to enhance the onboarding experience by getting ahead of questions and concerns.

To that end, I had two goals for this email. My primary goal for this email was account activation, but I had secondary goals of directing the user to finding answers to their initial and ongoing questions regarding the platform.

The personalized message and bold CTA accomplished the primary goal. The subsequent sections talking about the company’s training, knowledge base, and customer support services accomplished the secondary goal. If you look closely, you’ll find some of my favorite version of lorem ipsum filler text: cat ipsum.