1.
TROUBLES AND TRIUMPHS WHEN RE-
BUILDING AN ONBOARDING PROCESS
JEREMEY DUVALL, AUTOMATTIC
@jeremeyd

2.
HOUSTON, WE MIGHT HAVE
A PROBLEM.

3.
FAST-FORWARD TO NOW.

4.
1. UNDERSTAND
2. DEFINE
3. EXCEL

5.
SLIDES, NOTES, AND MORE AVAILABLE:
JEREMEY.BLOG/ONBOARDING

6.
WHAT CONSTITUTES A
GOOD PROBLEM?
1. UNDERSTAND

7.
1. I CAN DEFINE IT.
2. I CAN IMPACT IT.
1. UNDERSTAND

8.
SURVEY + CALLS + CHATS
1. UNDERSTAND

9.
1. I CAN'T INSTALL PLUGINS/THEMES.
2. I WANT DRAG AND DROP.
3. IT'S TOO HARD.
1. UNDERSTAND

10.
Moving from:
BIZ CUSTOMERS ARE REFUNDING AT A HIGH RATE.
1. UNDERSTAND

11.
Moving to:
BIZ CUSTOMERS HAVE TROUBLE BUILDING THEIR SITE.
1. UNDERSTAND

12.
1. I CAN DEFINE IT.
2. I CAN IMPACT IT.
1. UNDERSTAND

13.
WHAT DOES ONBOARDING
LOOK LIKE FOR US?
2. DEFINE

14.
SCALE.
PERSONALIZATION.
2. DEFINE

15.
High Personalization/Low Scale
BONJORO, CALLS, CARDS, ETC
2. DEFINE

16.
Mod Personalization/Mod Scale
WEBINARS, CLASSES, ETC
2. DEFINE

17.
Low Personalization/High Scale
TRADITIONAL EMAIL CAMPAIGNS
2. DEFINE

18.
ONE SIZE FITS ALL
2. DEFINE

19.
Revisit the problem:
BIZ CUSTOMERS HAVE TROUBLE BUILDING THEIR SITE.
2. DEFINE

20.
↑ VARIATION === ↑ PERSONALIZATION
2. DEFINE

21.
EACH CUSTOMER JOURNEY IS UNIQUE.
HIGH PERSONALIZATION
WAS A GREAT FIT FOR US.
2. DEFINE

22.
HOW DO YOU EXCEL
IF IT DOESN'T SCALE?
3. EXCEL

23.
EVERY NEW CUSTOMER
GETS A 1:1.
3. EXCEL

24.
Our toolkit:
1. CALENDLY
2. EMAIL (ZENDESK)
3. ZOOM
3. EXCEL

25.
WARNING:
TRADE-OFFS REQUIRED.
3. EXCEL

26.
ENGLISH-ONLY (FOR NOW).
3. EXCEL

27.
ONE SOURCE OF
CALEND(LY) TRUTH.
3. EXCEL

28.
Obvious question:
HOW EFFECTIVE ARE THESE SESSIONS IN SOLVING
THE PROBLEM?
3. EXCEL

29.
50%
LESS LIKELY TO REFUND.N=1,000'S
3. EXCEL

30.
Other benefits:
1. SHARING LEARNING POINTS ACROSS THE COMPANY.
2. BETTER SYNERGY WITH DEV TEAMS
3. EXCEL

31.
QUESTIONS ENCOURAGED!

32.
1. UNDERSTAND
2. DEFINE
3. EXCEL

33.
THANK YOU!JEREMEY.BLOG/ONBOARDING