ManoMano · 2026

Commerce tooling

Making a 50-day setup feel like a self-serve one

Making a 50-day setup feel like a self-serve one

Seller onboarding at ManoMano took 50+ days, more than 10× longer than competing platforms, and ran on support tickets and account managers. I redesigned it around the single step generating 34% of all support contacts.

Role : Product designer

Team : 3 Product managers, 4 Engineers, Ops&Support, Legal, 2 Business owners

Challenge

Seller onboarding took 50+ days to complete. More than 10× longer than competing platforms.

Context

The journey depended heavily on support tickets, account managers and complex regulatory requirements, while the platform wasn’t built for a scalable self-serve experience.

The business impact was direct: slower onboarding meant sellers took longer to start selling, which put sales performance at risk.

Design principles

Understand

Understand

Conducted qualitative research with sellers and internal stakeholders to understand onboarding friction, support dependencies, and regulatory complexity.

Conducted qualitative research with sellers and internal stakeholders to understand onboarding friction, support dependencies, and regulatory complexity.

Design principles

Design principles

Frame

Frame

Synthesized research findings into key pain points and opportunity areas, aligning user needs with business and operational constraints.

Synthesized research findings into key pain points and opportunity areas, aligning user needs with business and operational constraints.

Design & Scale

Design & Scale

Defined the target experience by simplifying the onboarding journey, restructuring information, and translating complex requirements into clearer interactions.

Defined the target experience by simplifying the onboarding journey, restructuring information, and translating complex requirements into clearer interactions.

Research & insights

Sellers faced a high-touch onboarding journey involving support tickets, account managers, and complex regulatory requirements and transparency fees at the end of the journey.


I found out that support efforts allocate 30% of their time to onboarding sellers manually, and that our users also suffer from an average of 2 weeks of support response

User journey

Understood the existing experience using user journey mapping to understand key bottlenecks and propose tactical solution in specific area


Moreover, I faced a heavy technical constraint: product import has to move through a catalogue of 25+ million products, and migration takes time no matter how good the interface is.

Product strategy

Partner closely with product managers, business owners, and the legal team to align on quick wins and mid-term wins. As a result, I removed some legal requirements, provided more transparency on hidden fees, added more touchpoints and explanation, and used AI support to ease the load on the support team.

Prototype & Hi-fidelity design

In the meantime, I created a high-fidelity mockup to provide a less distracting experience, highlighting system status, showing incentives at the end of the flow, and providing a list of all the info sellers needed so they wouldn’t be surprised by legal requirements


With the acceleration of generative AI, I reached more productivity in delivery by using AI to help with benchmarking, consistency checks, handover with engineers, and design refinement has never been easier

In the meantime, I created a high-fidelity mockup to provide a less distracting experience, highlighting system status, showing incentives at the end of the flow, and providing a list of all the info sellers needed so they wouldn’t be surprised by legal requirements

Impact

-22

-22

Days median Time to Onboard

Days median Time to Onboard

+60%

+60%

New inbound to join platform compared to before launch

Impact

€2M

€2M

Business volume quarterly made from self-serve onboarding

Business valume quarterly made from self-serve onboarding

Business volume quarterly made from self-serve onboarding

Crafting

One journey. No more redirects, no more scattered pages. Simple path towards business and always available AI support

One journey. No more redirects, no more scattered pages. Simple path towards business and always available AI support

The new experience : A educational and highly accompanied experience to guide users through all steps and subscription incentives

The new experience : A educational and highly accompanied experience to guide users through all steps and subscription incentives

Shifting my strategy from a simple dashboard towards next best actions based on users profile and their type of business. Subscription price comparison allow sellers to make fast decision and upgrade to a more premium package.

What I learned

What I learned

What I learned

Great product design is rarely about finding the perfect solution. It’s about navigating trade-offs.

Cross-functional teams bring different goals, constraints, and perspectives to the table. I learned to make those trade-offs explicit, understand the risks behind each direction, and align the team around the best outcome for users and the business.

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