3 easy step to reinvent 1:1 user onboarding and product training
The first impression always matters. This is going to set the base or foundation for any relationships for that matter. Similar is the case with Customer Onboarding.
According to Wikipedia, User Onboarding or Customer Onboarding is the process of improving a person's success with a product or service. It plays a big role in creating a long-lasting relationship with a customer. The experience that a new user/first-time user goes through, soon after he signups for a product will determine whether he will continue using the product for a long time. That's how important Customer Onboarding is.
If a customer feels that the product can meet their specific needs and expectations at the time of their early onboarding days, then there are very fewer chances of churning. The needs of every user are different. Understanding these needs and directing the onboarding efforts to help them to achieve their goals is what is required to build a satisfying Onboarding experience.
While creating an onboarding flow for a software/application, the first and the foremost thing is to ensure that it makes it easier for the new users to sign up for the product with less hindrance or complicated steps. If a user finds the signup process to be complicated, they might decide not to go ahead with the whole process .Nobody wants to go through a long and complex onboarding/signup process. Users want to get things done with less friction right from the start; therefore the focus should be on eliminating any kind of obstacles that leads to confusion among the users.
For example, Instagram, the photo-sharing app is one of many famous applications that provide its users with an easy and simplified onboarding experience. It provides an option of either signing up with the email/phone number and it also allows users to connect using Facebook thereby helping the users get started with Instagam without any delay.
Bringing consistency in onboarding solutions is the next important aspect in creating the best onboarding experience for its users. For this, elements like web content, design, the text/font, writing style; everything should be consistent and be aligned with each other. Similarly, the visual appearance of the tools also plays an important part. Elements like the colors, graphics, etc. should go well with each other as this can also impact the consumer psychology
Since onboarding is considered to be the first interaction of the user with a product, it is of utmost importance this experience should be a fruitful and beneficial one to the user. By being consistent, it will help firms in getting more trust from the users and it also helps in boosting the engagement rates.
One of the main reasons for user churning is because a product fails to deliver its value to the users in their early days. For providing a positive and better onboarding experience to the users, it is necessary to make it easier to achieve the values quickly. That is why it is often said that the first 90 days is crucial that determines whether a user will continue to use a product.
For example, Dashfrugal digital onboarding platform helps its end users to learn and understand any software using their initial onboarding days. The In-app product training makes it easier for the users to adopt the new software features faster thereby helping them to reach their goals quickly. Here's an example of the Dashfugal Onboarding widget.
The onboarding assistant helps the users to explore and learn things by themselves with less hand-holding. It uses simple instructions to guide users throughout their jouney.The step by step guidance along with in-app product training a walkthrough supports the users in attaining their values easier.
Keeping things simple and clear is what is necessary to create a great user onboarding experience. Users don't want to go through a lengthy instruction or manual that takes up too much time. They prefer simple and clear solutions to their complex problems.
Giving too much information or forcing the users to go through the entire onboarding process all in one go can create uneasiness and it might also lead to a loss of interest in their minds. Similarly, using technical jargon and complex terms should be avoided. The main aim of user onboarding is to simplify the whole process by creating easy paths towards their goals. So, they should never be forced to learn everything the very first time, rather they should be given more options for self-onboarding.
The image above shows the Onboarding progress of a particular user. Dashfugal provides flexibility in learning things according to the user's pace. A user can complete a certain percentage of a task, on his first day, and then he can come back later the very next day and start from where he left. This reduces any kind of friction during the whole learning process.
The process of onboarding is not a one-time thing that is meant for the initial few days. It is important to understand that it's a continuous process that lasts even after a user has been onboarded into the software. This means that it is equally important to take care of the needs and goals of the uses even after post onboarding.
It is necessary to be there with the users throughout their journey even after they have attained their goals. Getting feedback from then users on how to improve the onboarding process is also required once everything falls in place, User feedbacks can be collected in various ways by making use of solutions like Google Forms, SurveyMonkey, or even setting up a short feedback call also works well. Paying attention to these feedbacks and ensuring that they are being addressed effectively can create more trust from the uses thereby making them a loyal customer for the entire lifetime.
The ultimate aim or goal of every use of onboarding software is to ensure that the users get a great onboarding experience that allows them to attain their values during their early onboarding days. By putting the customer first and by understanding their needs and goals, ensuring to deliver these in less time, every entity can remain successful in the long term.
Softwares like Dashfrugal enable software providers to create an easy and effective in-app walkthrough and product training which is more value-focused, which creates a great first impression within the user and that gradually improves the user retention rate.