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First Impressions Matter: Onboarding for First Time Users

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Presentation by Lisa Battle at the UXDC2015 conference in Washington, DC, on October 9, 2015.

What kind of first impression is your web or mobile application making? It may not be what you would hope. Many SaaS applications’ free trials are used only once. Sources say that most mobile apps are downloaded, used once and deleted. First time user experience, while critical to product success, may not be getting the attention it deserves.

During onboarding, a first-time user must transition from novice to an engaged, active and repeat user. They must immediately recognize what they can do, how they can do it, and why it benefits them. This talk presents design principles for great onboarding experiences that engage and inform new users, helping them become productive quickly. We discuss how to convey your value proposition, guide setup, remove barriers, streamline initial tasks via smart defaults, provide walkthroughs, and instruct at the point of use, drawing on examples from web applications, mobile apps, and devices.

Published in: Technology
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First Impressions Matter: Onboarding for First Time Users

  1. 1. Lisa  Ba'le   President  and  Principal  Consultant lisa@designforcontext.com @design4context First  Impressions  Ma/er:     Onboarding  for  First  Time  Users   UXDC  2015  Conference  •  9  October  2015  
  2. 2. @design4context            First  Impressions  Ma>er UXDC  2015 First     Impressions  
  3. 3. @design4context            First  Impressions  Ma>er UXDC  2015
  4. 4. @design4context            First  Impressions  Ma>er UXDC  2015 https://blog.intercom.io/designing-first-run-experiences-to-delight-users/
  5. 5. @design4context            First  Impressions  Ma>er UXDC  2015 http://www.digitaltrends.com/mobile/16-percent-of-mobile-userstry-out-a-buggy-app-more-than-twice/
  6. 6. @design4context            First  Impressions  Ma>er UXDC  2015 Laura/Jennifer:  Image  related  to   onboarding  (Use  the  same  image   in  all  3  of  these  slides)  
  7. 7. @design4context            First  Impressions  Ma>er UXDC  2015 Why  should  I  use  this?   Value  proposiVon How  do  I  get  started?   IniVal  setup I’m  stuck!   Remove  barriers What  can  I  do  here?  Streamline  iniVal  tasks Show  me  what  to  do!   InstrucVons,  demos
  8. 8. @design4context            First  Impressions  Ma>er UXDC  2015 First-­‐Vme   novice  user   Engaged,  acVve,   repeat  user  
  9. 9. @design4context            First  Impressions  Ma>er UXDC  2015 ATM $  
  10. 10. @design4context            First  Impressions  Ma>er UXDC  2015 Examples   SaaS  Web  ApplicaVon   Zurb  Verify   Tablet  App   Evernote   Mobile  App   Delectable   Digital  Pen   Adobe  Ink  and  Slide  
  11. 11. @design4context            First  Impressions  Ma>er UXDC  2015 Design     Principles  
  12. 12. @design4context            First  Impressions  Ma>er UXDC  2015 Present  a     clear  value   proposiVon.   1  
  13. 13. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  14. 14. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  15. 15. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  EVERNOTE  
  16. 16. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  EVERNOTE  
  17. 17. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  EVERNOTE  
  18. 18. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  19. 19. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  20. 20. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  21. 21. @design4context            First  Impressions  Ma>er UXDC  2015 Present  a     clear  value   proposiVon.   1  
  22. 22. @design4context            First  Impressions  Ma>er UXDC  2015 Minimize  login   and  account   creaVon.   2  
  23. 23. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  24. 24. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  EVERNOTE  
  25. 25. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  26. 26. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  27. 27. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  28. 28. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  29. 29. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  30. 30. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  31. 31. @design4context            First  Impressions  Ma>er UXDC  2015 Minimize  login   and  account   creaVon.   2  
  32. 32. @design4context            First  Impressions  Ma>er UXDC  2015 Provide  a  simple,   smart  process  for   setup.   3  
  33. 33. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  34. 34. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  EVERNOTE  
  35. 35. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  36. 36. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  37. 37. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  38. 38. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  39. 39. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  40. 40. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  41. 41. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  42. 42. @design4context            First  Impressions  Ma>er UXDC  2015 Provide  a  simple,   smart  process  for   setup.   3  
  43. 43. @design4context            First  Impressions  Ma>er UXDC  2015 Avoid  the   blank  slate.  4  
  44. 44. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  45. 45. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  EVERNOTE  
  46. 46. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  47. 47. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  48. 48. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  49. 49. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  50. 50. @design4context            First  Impressions  Ma>er UXDC  2015 Avoid  the   blank  slate.  4  
  51. 51. @design4context            First  Impressions  Ma>er UXDC  2015 Allow  the  user  to   immediately  do   something  that  gets   results. 5  
  52. 52. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  53. 53. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  54. 54. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  55. 55. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  56. 56. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  57. 57. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  EVERNOTE  
  58. 58. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  EVERNOTE  
  59. 59. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  EVERNOTE  
  60. 60. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  61. 61. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  62. 62. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  63. 63. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  64. 64. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  65. 65. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  66. 66. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  67. 67. @design4context            First  Impressions  Ma>er UXDC  2015 Allow  the  user  to   immediately  do   something  that  gets   results. 5  
  68. 68. @design4context            First  Impressions  Ma>er UXDC  2015 Import  the  user’s   exisVng  data  from   other  sources.   6  
  69. 69. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY     ?  
  70. 70. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  EVERNOTE  
  71. 71. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  EVERNOTE  
  72. 72. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  73. 73. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  74. 74. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  75. 75. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  76. 76. @design4context            First  Impressions  Ma>er UXDC  2015 Import  the  user’s   exisVng  data  from   other  sources.   6  
  77. 77. @design4context            First  Impressions  Ma>er UXDC  2015 Orient  the     user  via  minimalist,   built-­‐in  demonstraVons.   7  
  78. 78. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  79. 79. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  80. 80. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  81. 81. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  82. 82. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  83. 83. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  84. 84. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  85. 85. @design4context            First  Impressions  Ma>er UXDC  2015 Orient  the     user  via  minimalist,     built-­‐in  demonstraVons.   7  
  86. 86. @design4context            First  Impressions  Ma>er UXDC  2015 Instruct  at  the   point  of  use.   8  
  87. 87. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  88. 88. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  89. 89. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  EVERNOTE  
  90. 90. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  EVERNOTE  
  91. 91. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  92. 92. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  93. 93. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  94. 94. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  95. 95. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  96. 96. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  97. 97. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  98. 98. @design4context            First  Impressions  Ma>er UXDC  2015 Instruct  at  the   point  of  use.   8  
  99. 99. @design4context            First  Impressions  Ma>er UXDC  2015 Ask  to  use  the   photos,  contacts,  &   noVficaVons  when   the  user  sees  a  clear   benefit.   9  
  100. 100. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  EVERNOTE  
  101. 101. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  102. 102. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  103. 103. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  104. 104. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  105. 105. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  106. 106. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  107. 107. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  108. 108. @design4context            First  Impressions  Ma>er UXDC  2015 Ask  to  use  the   photos,  contacts,  &   noVficaVons  when   the  user  sees  a  clear   benefit.   9  
  109. 109. @design4context            First  Impressions  Ma>er UXDC  2015 Provide  preferences   and  controls  users   can  set  as  they  gain   experience.   10  
  110. 110. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  111. 111. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  112. 112. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  113. 113. @design4context            First  Impressions  Ma>er UXDC  2015 WEB  APPLICATION:  ZURB  VERIFY    
  114. 114. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  EVERNOTE  
  115. 115. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  116. 116. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  117. 117. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  118. 118. @design4context            First  Impressions  Ma>er UXDC  2015 MOBILE  APP:  DELECTABLE  
  119. 119. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  120. 120. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  121. 121. @design4context            First  Impressions  Ma>er UXDC  2015 DEVICE:  ADOBE  INK  AND  SLIDE  
  122. 122. @design4context            First  Impressions  Ma>er UXDC  2015 Provide  preferences   and  controls  users  can   set  as  they  gain   experience.   10  
  123. 123. @design4context            First  Impressions  Ma>er UXDC  2015 Present  a  clear  value  proposiVon.   Minimize  login  and  account  creaVon.   Provide  a  simple,  smart  process  for  setup.   Avoid  the  blank  slate.   Allow  user  to  immediately  do  something  that  gets  results.   Import  the  user’s  exisVng  data  from  other  sources.   Orient  the  user  via  minimalist,  built-­‐in  demonstraVons.   Instruct  at  the  point  of  use.   Ask  to  use  the  photos,  locaVon,  contacts,  &  noVficaVons  when  the  user     sees  a  clear  benefit.   Provide  preferences  and  controls  that  users  can  set  as  they  gain  experience.  10   1   2   3   4   5   6   7   8   9  
  124. 124. Lisa  Ba'le   President  and  Principal  Consultant lisa@designforcontext.com @design4context First  Impressions  Ma/er:     Onboarding  for  First  Time  Users   UXDC  2015  Conference  •  9  October  2015   Thanks!   PresentaHon  is  on  Slideshare  –  Go  to  www.designforcontext.com/publicaHons

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