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GET THE USER ON BOARD!
Sangeeta Raghu-Punnadi
STC India Chapter, Copyright©, All rights reserved
STC India Chapter, Copyright©, All rights reserved
User
goal
User
Requirement
What user wants to
achieve?
User selection
List of Products
and Documentation
What will the user
choose?
Product findability
Search
● Random search
● Based on
recommendation
Search results
SEO
Find the Right Product
Sell Your Product
3
Product
value
User
Experience
User
Onboarding
User
Attention
Span
What is User Onboarding?
● Wikipedia definition:
“Effective user onboarding helps customers to successfully use the
product without any external effort. It also helps users to find their
“Aha!” moments easily.”
4
● What is “Aha” or “Wow” moment?
Dictionary definition:
“a moment of sudden insight or discovery.”
Examples of User Onboarding
User Onboarding Platforms
Some web-based platforms, alphabetically listed:
● Appcues
● Chameleon
● Intercom
● Pendo
● Walkme
● Whatfix
List of onboarding tools along with pricing:
https://mashable.com/2015/01/12/onboarding-tools/
6
How to Create User Onboarding Strategies
7
Review onboarding05
● Periodically review the onboarding
● Keep updating to ensure “Aha” or “Wow” moments
Create onboarding04
● Create onboarding based on decisions with
stakeholders
● Internally test the onboarding
● Publish the onboarding
Analyze onboarding
requirements03
● What user persona and journey requires onboarding?
● Use analytics to check which help topics have
maximum hits
● How can the onboarding be best achieved?
User personas, journey,
technical proficiency02
● What are the user personas?
● What would be the user journey for each persona?
● What is technical proficiency of users?
User goals01 ● What user goals can be achieved?
Remember onboarding is a continuous process!!
How to Onboard a User?
8
Help users achieve goalsShowcase the product
Builds trust
Help users in all touch points Human interaction
Types of User Onboarding Channels
9
User
Onboarding
In-app External
● Promotional/triggered
emails
● Product release emails
● Help topics
● Welcome message
● Tooltips
● Interactive guided
product tours
● Indicators on the UI
● In-app messaging
Types of Users
10
Help them become
power users
Basic users
Help them get started
First time users
Help them discover
advanced features.
Use the product better.
Advanced/Power
users
Getting Started with the Product
In a hurry!!
● Give me a resolution!
● Show me how your product can help!
● Get me started as quickly as possible!
11
Accessing the Product
● Web-based application
Login details
○ SSO
○ If not, ask for minimum information
12
● Desktop application
○ Installation, trial or licensed
○ Ask for minimum information and have minimum
configurations to get started
In-app Onboarding - Welcome Screen
13
Welcome users
with their name
Image and text
combination
Not too formal or casual
Use good microcopy.
Introduction of product.
List 2-3 functionalities.
Company
branding, voice
and tone
Persona/user
journey based
onboarding
First user
interaction
Welcome Screen - Example Slack
14
Welcome Screen - Example Dropbox
15
Welcome Screen - What can we do?
16
Introduction Value Text and images
Catchy
Functionality List 2-3 functionalities
Achieve user goals
Video Short introduction
Product Tours Link to get started tour
Documentation Link to help or LMS
Exploring the Product
Exploration mode!
● Excited to explore the product!
● Give small nudges to help users get started!
● Reach the first “Aha” or “Wow” moment!
17
In-app Onboarding - Product Tours
18
Action oriented First time, Basic and
Advanced users
Different user personas
Guidance on
how to use the
product
User journey to
achieve user
goal
Highlight new
features
Avoid extraneous
information
** Product tour is not moving from point A to B in the product!!
Always take step back to think if the tour is required!!
Product Tours - What can we do?
19
Create Getting started User goals Empty states
Animated GIFs Instead of actual tours
Small user journeys
Empty States If not, use tooltips
Documentation Link to help or LMS
Completing More User Journeys
Winning mindset!
● Excited to complete assigned tasks!
● Continue reaching more “Aha” or “Wow” moments!
20
In-app Onboarding -
Task Lists and Progress Bars
21
Keep tasks
simple
Motivate user
with rewards
List tasks
sequentially
Show completion
status
Provides a direction
to use product
Optional and can
be hidden
Task Lists - Example Dropbox, Mailchimp
22
Task Lists and Progress Bars - What can
we do?
23
Count Installer Login screens
Task List Basic tasks User journey
Progress Bars Status of login details
Documentation Link to help topics as a task list Tutorial
Other Onboarding Artefacts
Help users with these easy onboarding tricks:
24
External Onboarding -
Promotional and Triggered Emails
25
External Onboarding -
Product Release Emails
26
External Onboarding -
Help Documentation
27
Get started with User Onboarding
Web-based applications try one of the platforms.
Desktop-based application work with UX, Dev, and PM.
● Analyze user journey.
● Decide the onboarding strategy.
● Discuss with stakeholders.
● Create a POC.
● Do a A/B testing.
● Publish the onboarding.
28
Shelf Life of Onboarding Deliverables
29
Retain/update/retire onboarding
deliverables based on analytics/adoption
● Product tours for new features
● Product tour/task list based on
analytics/support tickets
Changing deliverables
● Microcopy
● Getting started product tour
● Basic task list (few changes)
Permanent deliverables
Make user onboarding a part of product development cycle.
STC India Chapter, Copyright©, All rights reserved 30
References
❑ Appcues blog
❑ Chameleon blog
❑ Intercom blog
❑ Pendo blog
❑ Whatfix support center
All these platforms have amazing content!! Lots and lots of content and examples!!
A very good resource to get started!!
STC India Chapter, Copyright©, All rights reserved 31
My details
Link to presentations:
● Microcopy Slide deck and presentation
● Animated GIFs Slide deck and presentation
sangeeta.raghu@gmail.com
https://www.linkedin.com/in/sangeeta-raghu-punnadi-3008474
STC India Chapter, Copyright©, All rights reserved 32
STC India Chapter, Copyright©, All rights reserved 33
*All images used in this presentation were sourced from the world wide web and used only for educational purpose.

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Get the User Onboard!!!

  • 1. GET THE USER ON BOARD! Sangeeta Raghu-Punnadi STC India Chapter, Copyright©, All rights reserved
  • 2. STC India Chapter, Copyright©, All rights reserved User goal User Requirement What user wants to achieve? User selection List of Products and Documentation What will the user choose? Product findability Search ● Random search ● Based on recommendation Search results SEO Find the Right Product
  • 4. What is User Onboarding? ● Wikipedia definition: “Effective user onboarding helps customers to successfully use the product without any external effort. It also helps users to find their “Aha!” moments easily.” 4 ● What is “Aha” or “Wow” moment? Dictionary definition: “a moment of sudden insight or discovery.”
  • 5. Examples of User Onboarding
  • 6. User Onboarding Platforms Some web-based platforms, alphabetically listed: ● Appcues ● Chameleon ● Intercom ● Pendo ● Walkme ● Whatfix List of onboarding tools along with pricing: https://mashable.com/2015/01/12/onboarding-tools/ 6
  • 7. How to Create User Onboarding Strategies 7 Review onboarding05 ● Periodically review the onboarding ● Keep updating to ensure “Aha” or “Wow” moments Create onboarding04 ● Create onboarding based on decisions with stakeholders ● Internally test the onboarding ● Publish the onboarding Analyze onboarding requirements03 ● What user persona and journey requires onboarding? ● Use analytics to check which help topics have maximum hits ● How can the onboarding be best achieved? User personas, journey, technical proficiency02 ● What are the user personas? ● What would be the user journey for each persona? ● What is technical proficiency of users? User goals01 ● What user goals can be achieved? Remember onboarding is a continuous process!!
  • 8. How to Onboard a User? 8 Help users achieve goalsShowcase the product Builds trust Help users in all touch points Human interaction
  • 9. Types of User Onboarding Channels 9 User Onboarding In-app External ● Promotional/triggered emails ● Product release emails ● Help topics ● Welcome message ● Tooltips ● Interactive guided product tours ● Indicators on the UI ● In-app messaging
  • 10. Types of Users 10 Help them become power users Basic users Help them get started First time users Help them discover advanced features. Use the product better. Advanced/Power users
  • 11. Getting Started with the Product In a hurry!! ● Give me a resolution! ● Show me how your product can help! ● Get me started as quickly as possible! 11
  • 12. Accessing the Product ● Web-based application Login details ○ SSO ○ If not, ask for minimum information 12 ● Desktop application ○ Installation, trial or licensed ○ Ask for minimum information and have minimum configurations to get started
  • 13. In-app Onboarding - Welcome Screen 13 Welcome users with their name Image and text combination Not too formal or casual Use good microcopy. Introduction of product. List 2-3 functionalities. Company branding, voice and tone Persona/user journey based onboarding First user interaction
  • 14. Welcome Screen - Example Slack 14
  • 15. Welcome Screen - Example Dropbox 15
  • 16. Welcome Screen - What can we do? 16 Introduction Value Text and images Catchy Functionality List 2-3 functionalities Achieve user goals Video Short introduction Product Tours Link to get started tour Documentation Link to help or LMS
  • 17. Exploring the Product Exploration mode! ● Excited to explore the product! ● Give small nudges to help users get started! ● Reach the first “Aha” or “Wow” moment! 17
  • 18. In-app Onboarding - Product Tours 18 Action oriented First time, Basic and Advanced users Different user personas Guidance on how to use the product User journey to achieve user goal Highlight new features Avoid extraneous information ** Product tour is not moving from point A to B in the product!! Always take step back to think if the tour is required!!
  • 19. Product Tours - What can we do? 19 Create Getting started User goals Empty states Animated GIFs Instead of actual tours Small user journeys Empty States If not, use tooltips Documentation Link to help or LMS
  • 20. Completing More User Journeys Winning mindset! ● Excited to complete assigned tasks! ● Continue reaching more “Aha” or “Wow” moments! 20
  • 21. In-app Onboarding - Task Lists and Progress Bars 21 Keep tasks simple Motivate user with rewards List tasks sequentially Show completion status Provides a direction to use product Optional and can be hidden
  • 22. Task Lists - Example Dropbox, Mailchimp 22
  • 23. Task Lists and Progress Bars - What can we do? 23 Count Installer Login screens Task List Basic tasks User journey Progress Bars Status of login details Documentation Link to help topics as a task list Tutorial
  • 24. Other Onboarding Artefacts Help users with these easy onboarding tricks: 24
  • 25. External Onboarding - Promotional and Triggered Emails 25
  • 26. External Onboarding - Product Release Emails 26
  • 27. External Onboarding - Help Documentation 27
  • 28. Get started with User Onboarding Web-based applications try one of the platforms. Desktop-based application work with UX, Dev, and PM. ● Analyze user journey. ● Decide the onboarding strategy. ● Discuss with stakeholders. ● Create a POC. ● Do a A/B testing. ● Publish the onboarding. 28
  • 29. Shelf Life of Onboarding Deliverables 29 Retain/update/retire onboarding deliverables based on analytics/adoption ● Product tours for new features ● Product tour/task list based on analytics/support tickets Changing deliverables ● Microcopy ● Getting started product tour ● Basic task list (few changes) Permanent deliverables Make user onboarding a part of product development cycle.
  • 30. STC India Chapter, Copyright©, All rights reserved 30 References ❑ Appcues blog ❑ Chameleon blog ❑ Intercom blog ❑ Pendo blog ❑ Whatfix support center All these platforms have amazing content!! Lots and lots of content and examples!! A very good resource to get started!!
  • 31. STC India Chapter, Copyright©, All rights reserved 31 My details Link to presentations: ● Microcopy Slide deck and presentation ● Animated GIFs Slide deck and presentation sangeeta.raghu@gmail.com https://www.linkedin.com/in/sangeeta-raghu-punnadi-3008474
  • 32. STC India Chapter, Copyright©, All rights reserved 32
  • 33. STC India Chapter, Copyright©, All rights reserved 33 *All images used in this presentation were sourced from the world wide web and used only for educational purpose.

Editor's Notes

  1. In full competition: Short user attention span VS Show product value In full play is --> User Experience In prime focus is --> User Onboarding How your product connects with the user.. How it stirs a user emotion Dull looking UI with no welcome message that describes what your product does may not get attention, though it may have the best features… Your product has to talk to your user
  2. Helps users find value in your product Helps users reach their “Aha” or “Wow” moment Feeling of triumph on achieving a task
  3. Prompt the users later for more details
  4. User onboarding is never about the product. It is always about the user.
  5. Completion status motivates the user to move to the next task Keeps user motivated to explore the task For example, remaining login details.
  6. Even websites show progress bar as you scroll through the screen
  7. Promotional/triggered emails Welcome user List what can be achieved using the product Motivate users to use the product listing real use cases CTA to product download Link to help documentation Triggered emails based on actions on application. For example, reminder to complete the login details.
  8. Promotional/triggered emails Welcome user List what can be achieved using the product Motivate users to use the product listing real use cases CTA to product download Link to help documentation Triggered emails based on actions on application. For example, reminder to complete the login details.
  9. Promotional/triggered emails Welcome user List what can be achieved using the product Motivate users to use the product listing real use cases CTA to product download Link to help documentation Triggered emails based on actions on application. For example, reminder to complete the login details.