Playbook
Type
Playbook
Format
TOC + sample section
From
Cohort onboarding redesign · 200+ contributors, 36 states
01 · Context
Onboarding used to be 1:1 and sequential — a bespoke run of meetings, materials, and follow-ups, with a typical ramp of 70–90 days. The cohort model restructured this: groups move through together, collateral consolidates, and each step unlocks the next — agreements before bio, bio before capture, capture before profile build. Ramp dropped to roughly 60 days. It built for our efficiency but also created the peer community contributors named, year after year, as the thing they most wanted. The harder constraint was reach: every module had to work async across different communication styles and technical fluency. One rule governed everything — build for the least accessible format first. Designing for the hardest case is what made the average case fast.
02 · The artifact
Contents
01
Welcome, agreements & representation standards
02
Your cohort: structure, timeline, touchpoints
03
Artwork shipping & digital capture
04
Story intake & your narrative
sample »
05
Submission standards & the quarterly cycle
06
Payments, grants & professional development
07
Community touchpoints & staying connected
08
Ready-to-launch checklist
↳ recreated & sanitized · internal names generalised · one of eight sections shown
03 · Outcome
days typical time-to-ramp
contributor retention
contributors · 36 states — fully remote, one playbook
The section shown is the one most operations get wrong. Story intake at scale is an ethics problem before it’s a workflow problem — built into the sequence instead of left to individual judgment. In 2024, 98% of clients said storytelling differentiated the offering. Onboarding scaled because the human parts were designed, not despite it.