Principles of Onboarding

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Onboarding: "the experience a customer has when they become oriented to a product or service." Experiences included in the Onboarding phase could be a self install kit, a getting started guide, a first time user experience, or contextual help mid-use. After a few months of working on a new Onboarding experience for Comcast, I came to the conclusion that designing for this phase in the user experience is more psychological than other kinds of interface design. It's about tying into the emotional state of the user: like playing a game or having a conversation. This talk provides a core set of principles for designing Onboarding experiences that tie into this psychological approach.

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Principles of Onboarding

  1. 1. Principles of OnboardingHenken BeanSr. User Experience Designer@henken
  2. 2. WHAT IS ONBOARDING?
  3. 3. “ It’s the experience a customer has when they become oriented to a product or service.
  4. 4. ONBOARDING PHASESdecide get start usepurchase or self install or first time use. ongoing use. commit. pro-install
  5. 5. Onboarding is psychological.It’s having awareness of the customer’s uniqueemotional state.
  6. 6. Acknowledge the relationship.meet + greet introduction mutual relationship
  7. 7. GUIDING PRINCIPLES
  8. 8. Honesty and transparencyhelp build trust.
  9. 9. Get them into the game.Engage customers before asking them to commit.
  10. 10. Be welcoming + action oriented.
  11. 11. Remind me what I paid for.Confirm early what’s included in the service thatthe customer has just acquired.
  12. 12. Confirm that it’s me.
  13. 13. One door, many gates.Persist authentication throughoutthe experience.
  14. 14. Prepare me.Instill confidence by telling the customerwhat they will need up front.
  15. 15. Make it hardto do wrong.
  16. 16. Use smart defaults.Create smart defaults based onexisting user data and routines.
  17. 17. Provide contextual help.Provide hints and help while the useris already engaged with a task.
  18. 18. Show by example.
  19. 19. Reward engagement.Reward customers for ongoing use.
  20. 20. Onboarding is a relationship.Keep it human.Build naturally.Keep it going.
  21. 21. QUESTIONS?@henkenhenken . bean @ gmail.comhenkenbean . com

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