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“User onboarding” does not mean what you think it means. The term gets thrown around a lot in the software world, but has varying definitions — even to people on the same team! Some say it’s teaching new users, others that it’s indistinguishable from user experience, while others imagine it to just be swipe screens or a quick product tour. How are you supposed to have great user onboarding if your team isn’t on the same page about what user onboarding is?
User onboarding is the system of actively guiding users to find new value in your product. Through this onboarding process, companies make sure the customer will be successful when adopting the product, usually a SaaS product, for the first time. The onboarding experience usually includes the initial experience, the training, and finally, the acclimation. The final goal of the onboarding experience is achieving the aha moment — the exact instant where the user internalizes the value of the product.
Investing time and effort in getting new users to extract value from the tool as soon as possible can bring huge benefits. The sooner they can see your proposal’s value, the more we can reduce the churn factor. Having an easy-to-use product is not enough — we need an excellent onboarding process.
Let’s not forget that SaaS products’ growth, especially in 2021, makes today’s users used to the highest levels of user onboarding, often through providing an onboarding solution. Not just a negative experience, but a mediocre one, will make them abandon the tool and prevent them from becoming active users.
A good user onboarding experience should not only teach the user how to operate the tool – it has to make them feel valued, receive a good welcome, and perfectly handle the learning curve— curating our onboarding flow so they can explore freely, and at the same time, learn what we know they need to learn to be proficient with the tool. All of this will positively affect our retention rate, thus reducing the cost of customer acquisition.
Empower your users by onboarding them better. We provide you with all the tools to build engaging product tours, no coding skills needed!