The document discusses the responses to customer feedback regarding product tours and onboarding in mobile apps. It highlights customer needs for improved onboarding experiences, such as increased retention and reduced support issues, while noting challenges faced by customers in implementing these features. The team is working on developing a solution, with an expected beta release in February and full shipping in April.

1. All Onboard!
Mathew Cropper / @mrtcropper

2. Mathew
Cropper
Senior Product Manager, Mobile
@mrtcropper
he/him/his

3. How we reacted to feedback from
our customers.
How we explored their problems
and decided on a solution.
How we use Intercom’s Product,
Engineering, and Design principles
to guide us.
What we’re working on right now.
What we’re learning along the way.
A short story about..

5. Hey, can i add product tours
and task bots on mobile apps?
Hey, guys, love the concept of
Product Tours! Is there an ETA
for when it will be available for
use in a mobile app?
is this available also for mobile
iOS & Android?
let me know when we can do
this on native ios apps. we are
not a web app Hi! Is it possible to use Product
Tours within a mobile app?
Hi! is Product Tours available
on iOS or Android App ?
Hi, I just read your email about
the new Tours feature.
Is this available for mobile
apps, or only for websites? If
possible, we would like to
create an onboarding tour
inside of our mobile app.
Hi there, I'm interested in usingyour tours product, but I can'tsee if it is available to use inmy mobile app?

6. Don’t.
Just.
Build.

7. Our
obsession

8. We learned a lot

9. We learned a lot
In our interviews, customers cited various outcomes they were hoping to
achieve:
● Retention (eg. by promoting successful behaviours)
● Reduced support (eg. by promoting successful behaviours)
● Conversion (eg. from trial to paid)
● Adoption (eg. using a new feature)

10. We learned a lot
● Customers wanted a good and simple onboarding experience for new app users. No
surprises there.
● Customers lack confidence on how to build a great onboarding experience. They’re
anxious about getting it right.
● They’re blocked from doing this by lack of Engineering and Design time.
● When they have an onboarding feature, it’s usually rushed and not easy to change.
● Focus is on getting users to use key features early (retention/conversion).
● Some complex apps needed pointers like we have in our Product Tours product, but
generally not for onboarding specifically. The use case for this feature was very different.
● Composition experience is key. Images and video are incredibly important.
● Competitor offerings are not tightly woven into a company’s support flow.

15. Highlights and pointers
Conversations and bots
Checklists
Small posts and banners
Carousels
Stories
Video
Posts
Push notifications

16. We probably stalked your
app.
Thanks for the inspiration.
❤

17. We don’t
need a
💥 big bang
to make a
💦 big splash

23. What we’re building for end-users

24. Work in
progress
😉

26. Early alignment pays
dividends.
😁😁😁😁
The quality bar for an
SDK is really, really, really
high 🤯
Speed is everything.
An elegant composition
experience is made of
blood, sweat, and tears.
💦😿

27. ● Using our apps to test
with our own onboarding
flow soon.
● Beta around February.
● Shipping around April.

28. Mad props to the miracle workers..

29. Time to plug
some stuff

30. Intercom on Onboarding
Onboarding isn’t a metric, it’s an outcome. This book
shares the most valuable lessons we’ve learned from
onboarding tens of thousands of customers.
You’ll learn:
● How to make a great first impression
● A framework for creating your onboarding
strategy
● How to design your onboarding flow and
narrative
● How to show users continuous value and
increase retention
● Ideas for scaling up and taking your
onboarding to the next level
● And much, much more
intercom.com/resources/books/intercom-onboarding

31. intercom.com/blog
Mobile thinking..
● Check out Jon Colman’s blog
post on use of text in mobile
apps.
● Coming soon: Posts on how
the mobile team has evolved
over the years, how we built
our mobile strategy, the
challenges of building an
SDK.. and more..

32. intercom.com/careers
We’re looking for Android
and iOS Engineers to join us!
If you know someone who’d
enjoy the problems we’re
solving for our customers,
please tell them 🙏

33. Fin.