Whether you are building Whether it’s a product at an early-stage startup or fine-tuning an already built-in product at a large company, there’s a simple process that can help you improve your onboarding experience.
We reduced customer churn on Heyday from 8.5% to 3.3% by changing our onboarding flow.
Here are the steps you can follow with examples from our own onboarding experience.
Allow users to try your product without any guidance
After a few months of onboarding every new user through Zoom, my co-founder Sameer Rahman And I removed us from the process. We drove users into our product without a demo, zero product onboarding and one education email.
The result: a disaster. The engagement fell off and chaos hit the skies.
Not all friction is bad. Adding friction to your process is worth it if it helps the user experience your aha! the moment
When we survey users to find out why they stop using our product, they often respond with, “I stopped using it because I didn’t see the benefit.”
Observe users to detect friction and aha! moments
Don’t wait to release your product. It is ready to ship as soon as you can get feedback on it. Through observation, you’ll learn what customers really need to experience the value of your product.
I reintroduced myself into our onboarding flow via Zoom call. Instead of walking users through the product, this time I sat there quietly and watched as they started. I saw a lot of confusion, moderate frustration and a few smiles.
After 20 or so observations, we identified common roadblocks in our users’ path. We left with a list of goals for our future onboarding experience.