Angelo's Portfolio

Back

Skip — Partner Onboarding Lifecycle

A 35-day system to turn new partners into confident operators.

The problem

Skip's research revealed a critical gap: new partners were joining the network without enough guidance to succeed in their first 30 days. The onboarding experience lacked consistent education — leaving partners confused, underperforming, and at risk of churning before they ever found their stride.

The consequence showed up in the numbers. The restaurant onboarding NPS for independent partners sat at -4. That's not just a satisfaction problem — it's a business problem.

Deliverables

10 email designs, 14 variants

Behaviour-triggered A/B splits

Bilingual EN/FR

SFMC journey build

Key insight

A new partner's confidence is fragile in the first 30 days. Every email had to do one of three things: teach something specific, show progress, or offer a lifeline.

The journey architecture

The 35-day journey was structured in four phases, each with a clear learning goal:

Week 1 — Learn the basics: Portal orientation, app setup, and the single most important first action — banking setup to ensure partners get paid.
Week 2 — Learn to self-serve: Menu editing, business hours management, and portal troubleshooting.
Week 3 — Optimize operations: Menu photo quality, promotions (dollar off, free item, BOGO).
Week 4 — Assess and celebrate: Real partner data — orders, revenue, Skip Score, promo performance.

The branching logic

The system wasn't one-size-fits-all. Two critical decision points split the journey based on real partner behaviour:

Day 11 split: Partners with fewer than 5 orders received a support-focused checklist ("Trouble getting started?").
Partners with 5+ orders received a celebration email ("A great first week down!").
Day 35 split: High performers (15+ orders) received growth-focused messaging.
Struggling partners received coaching tone with Territory Manager tips.