Before launching a product, it is necessary to carefully consider how to introduce users to the functionality of the service. We must not forget about interactive prompts that the client sees while studying the interface. Thanks to this, user onboarding will look more natural.
Onboarding is developed by several teams
As practice shows, if several groups work on creating onboarding, mistakes are inevitable. Members of each team perform only their tasks, without thinking about the end result. Since the onboarding system targeted industry database is an indivisible product, one team should be responsible for the development.
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User onboarding tools are not personalized for different user categories
A universal product can interest a wide target audience. However, each customer will use it differently. Therefore, it is important to ask the new user after registration why he needs the service. For example, the QuickBooks website has a special pop-up window where the customer can indicate the purpose of using the software.
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Emphasis on the time that has passed since registration
Hints, in the form of pop-up windows or chat messages, help the user get to know the product.
Unfortunately, many companies make the same mistake: they start the communication process with the client only a few days after registration. Onboarding should be used from the moment the user registers on the site or in the application. In order for the tips to be truly useful, it is important to focus on the client's activity. You can set up automatic mailing in automatic mode, analyzing the user's actions online.
Overemphasis on the first visit
It is naive to assume that once a client has visited a service, they will definitely return again. Therefore, it is important to provide methods for working with users who decide to use the product again after some time (several hours, days or weeks).
So, when helping newcomers understand the intricacies of using a product, it is important to remember that each category of users has its own characteristics. A properly built onboarding system, firstly, promotes the idea of proactive support, and secondly, helps improve the quality of interaction with the product.
