Firstly, before we can answer does user onboarding matter, let’s define the term “user onboarding”. According to Walk Me. “User onboarding occurs early on in the user journey, defining how a user perceives and interacts with a product. It typically involves orientation, training, and acclimation.
These days, the term is often used in the context of digital products, which usually require some form of user onboarding.
For example, each software application varies in complexity and scope, so each onboarding process will be different. B2B SaaS platforms that cater to enterprise clients, for instance, will have a different onboarding process than a B2C web app.”
What you can expect in today’s issue
- Does user onboarding matter?
- 5 articles to read this week
- Workshops for Queens NYC people
⏳ This issue of Product Negotiations will take you five minutes or less to read.
Does user onboarding matter?
There are literally thousands (if not millions – unfortunately, I don’t have the data to hand. However, with the no-code movement it is becoming easier to create your own tools) of software products/ tools. People don’t buy software they buy solutions, an end goal or outcome for them.People don't buy software they buy solutions, an end goal or outcome for them. Click To Tweet
First, it takes a lot to get potential users to try your product. However, when they do, the product must be easy enough to use for users to get value and realize the goal or outcome they hoped for when searching for products.
Certain products are easier to use
Think of Slack, I’ve been using Slack for years with zero human onboarding. The product is simple and somewhat self-explanatory. Recently I was invited to a one-hour onboarding call with Slack.
As I listened in on the video conference call the customer success manager went through the basics and explained several best practices.
I did not have any questions and not many others did either. We just used Slack.
Is it acceptable to say can you slack it over to me? 😉
Certain products are more complex
On the other hand, because B2B enterprise software can be more complex requires a different level of onboarding. Typically B2B enterprise software may involve:
- Self-service helpdesk
- Access to demo/ video recordings
- Chat and/ or email ticket support
- Live webinars/ help sessions
- On site training
- Periodic check ins
As a result, the level of service (read handholding) can depend on the level of investment made especially with on-site training.
Helping the user achieve their goal or outcome.
For example, I recently started using Meet Edgar, a social media tool. The tool is relatively simple and I was able to get started relatively quickly. After some usage, I had a question which I used their customer support (which was awesome), however, I had one question that I could not communicate effectively (because I really did not know what I wanted).
To my surprise, Meet Edgar has office hours. I was able to jump on a video call with someone from Meet Edgar and they were able to understand what I was trying to accomplish and let me know best practices.
User onboarding matters!
5 articles to read this week
1. User onboarding is the system of actively guiding users to find new value in your product. (trychameleon.com)
2. The 5 best user onboarding examples. (Appcues Blog)
3. User onboarding strategies that work – and mistakes to avoid. (Intercom Blog)
4. 5 Examples of Smooth User Onboarding That’ll Make You Jealous. (Hubspot Blog)
5. All first-time UX teardowns. (User Onboard)
Workshops for Queens NYC people
Are you are a reader from the NYC area?
We have teamed up with The Queens College Tech Accelerator for a series of five workshops Founder Fundamentals Workshop Series.
The five workshops are:
1. Use customer discovery for growth, March 05, 2020. 6:30 pm – 8:30 pm
2. Product Discovery, Build products people want to use and buy
April 02, 2020. 6:30 pm – 8:30 pm
3. How to build practical negotiation skills, May 07, 2020. 6:30 pm – 8:30 pm
4. Sales for entrepreneurs, June 04, 2020. 6:30 pm – 8:30 pm
5. Effective Public Speaking, August 06, 2020. 6:30 pm – 8:30 pm
This past week I’ve been thinking about the customer success role and user onboarding. Both have the potential to increase adoption and increase engagement versus moving to choose another product.
Do you have any onboarding stories? let me know on Twitter.
Until next week.