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How to

Optimize the New User
Onboarding Process
by iridize
The Data
Onboarding is a constantly
evolving science and art –

Smart onboarding
corresponds with
technological innovation...
Welcome to The Matrix
At iridize, we broke it down to 4 main onboarding principles:

iridize.com
Put in words:
1. Time –
immediate and
ongoing support
Balance should
be maintained
between two
parameters:

2. Action –
So...
Or, put in other words:

immediate action
With ongoing customer
experience…
Balance

…and

customer engagement
with custom...
Bottom Line

Let’s translate
principles to
actions:
i
iridize.com
Immediate Engagement:

Phone Calls

iridize.com
It’s OK to ask

Requesting phone contact info
during registration is becoming
increasingly common. In fact,
it relays a se...
Reach Out

Make the connection between
two people, rather than just
another user and application.

Image source: Dandy Ran...
Immediate Support:

Navigation Assistance

iridize.com
Grab Attention From the Get-Go

Source: http://www.flickr.com/photos/53370644@N06/4976494944/

You have approximately 2.6 ...
The Competition is Harsh
Your user has been exposed to a dozen
new web pages today and a dozen
new webapps this week.
Brai...
Don’t Pounce – Glide
Your chances therein lie in creating a GOOD
navigation experience:

Don’t making the user
think too m...
Ongoing Support:

Walkthroughs, videos, livechat

i
iridize.com
Commitment Goes both Ways
The most important form of

“being there”
for your users is the

ongoing
customer support
you pr...
Stay Realistic
24-7 call center availability isn’t
really an option…

…plus, most users
today turn to phone
support as a l...
Stay Relevant
Automated support is an
excellent onboarding
solution.

It is more effective…
iridize.com
Automated Support

What do we talk about when we
talk about “Automated Support”?






Walkthroughs
Support videos
To...
Ongoing Engagement:

Lifecycle emails

Image source: digitalart @ FreeDigitalPhotos.com

iridize.com
Lifecycle Emails

Lifecycle emails
are the best.
From the generic “Welcome! email,
through the gentle “we haven’t seen
you...
Why Hope That Was Helpful!
We Iridize Mobile?

Read more about onboarding solutions
at blog.iridize.com
Or request a demo ...
Icons in this presentation made
by Freepik from Flaticon.com:

iridize.com
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How to Optimize the New User Onboarding Process

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Published on

Cracking the new user onboarding process is every Growth Hacker's Holy Grail. We've managed to formulate a Time/Action matrix for successful onboarding - we also threw in a few hard-earned tips, so enjoy.

Published in: Technology

How to Optimize the New User Onboarding Process

  1. 1. How to Optimize the New User Onboarding Process by iridize
  2. 2. The Data Onboarding is a constantly evolving science and art – Smart onboarding corresponds with technological innovations and design trends iridize.com
  3. 3. Welcome to The Matrix At iridize, we broke it down to 4 main onboarding principles: iridize.com
  4. 4. Put in words: 1. Time – immediate and ongoing support Balance should be maintained between two parameters: 2. Action – Source: http://www.flickr.com/photos/29174632@N00/2208944056 engagement and support iridize.com
  5. 5. Or, put in other words: immediate action With ongoing customer experience… Balance …and customer engagement with customer support iridize.com
  6. 6. Bottom Line Let’s translate principles to actions: i iridize.com
  7. 7. Immediate Engagement: Phone Calls iridize.com
  8. 8. It’s OK to ask Requesting phone contact info during registration is becoming increasingly common. In fact, it relays a seriousness that goes beyond the uncommitted anonymity of the internet. iridize.com
  9. 9. Reach Out Make the connection between two people, rather than just another user and application. Image source: Dandy Rank blog iridize.com
  10. 10. Immediate Support: Navigation Assistance iridize.com
  11. 11. Grab Attention From the Get-Go Source: http://www.flickr.com/photos/53370644@N06/4976494944/ You have approximately 2.6 seconds to convince a new user to stay on your webpage. iridize.com
  12. 12. The Competition is Harsh Your user has been exposed to a dozen new web pages today and a dozen new webapps this week. Brain exploding from onboarding attempts Tired eyes Source: http://www.flickr.com/photos/brousch/6115611431/ iridize.com
  13. 13. Don’t Pounce – Glide Your chances therein lie in creating a GOOD navigation experience: Don’t making the user think too much, but relay where to browse next and why . iridize.com
  14. 14. Ongoing Support: Walkthroughs, videos, livechat i iridize.com
  15. 15. Commitment Goes both Ways The most important form of “being there” for your users is the ongoing customer support you provide. iridize.com
  16. 16. Stay Realistic 24-7 call center availability isn’t really an option… …plus, most users today turn to phone support as a last resort. iridize.com Image source: stockimages @ FreeDigitalPhotos.com
  17. 17. Stay Relevant Automated support is an excellent onboarding solution. It is more effective… iridize.com
  18. 18. Automated Support What do we talk about when we talk about “Automated Support”?      Walkthroughs Support videos Tooltips Kowledgebase Intercom iridize.com
  19. 19. Ongoing Engagement: Lifecycle emails Image source: digitalart @ FreeDigitalPhotos.com iridize.com
  20. 20. Lifecycle Emails Lifecycle emails are the best. From the generic “Welcome! email, through the gentle “we haven’t seen you in a week” nudge emails, through to the perfectly timed “you have two days to upgrade from free trial to paid plan” reminder. iridize.com
  21. 21. Why Hope That Was Helpful! We Iridize Mobile? Read more about onboarding solutions at blog.iridize.com Or request a demo at contact@iridize.com iridize.com
  22. 22. Icons in this presentation made by Freepik from Flaticon.com: iridize.com

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