Content
- What is onboarding?
- Why is onboarding important?
- Onboarding tools
- How to build an onboarding strategy
- How to evaluate onboarding results
What is onboarding?
Onboarding is a key process that introduces the user to a product or service. At this stage, companies provide detailed information about the functionality and value of their offerings. For example, when a new user first visits the Duolingo website, they immediately see the opportunity to learn a language for free. Next, they are prompted to choose a language, set goals, and even take a test to assess their knowledge level, which helps the system better understand their needs.
After completing the test, the new user is invited to create a profile or continue exploring the service. The entire process is accompanied by clear explanations and prompts, making the interface accessible even for novice internet users.
Why is onboarding important?
The first experience of interacting with a product is crucial. If a user encounters difficulties, cannot navigate the interface, or does not understand why they need the product, there is a high likelihood that they will not become a customer. Onboarding addresses several key tasks:
- Educates. Guides users on what to do and at what stage.
- Persuades. Demonstrates how the product can help solve problems.
- Motivates. Supports the user at every step of the process.
- Engages. Uses interactive elements to increase interest.
Onboarding helps users better understand the available features, provides a positive interaction experience, and explains how they can receive support or resolve any issues that arise.
Onboarding tools
There are various tools that assist in the onboarding process:
- Registration form: The registration process should be simple and intuitive to avoid negative experiences.
- Personalization: Gather information about user preferences for more precise feature recommendations.
- Onboarding screens: After registration, users are shown screens with the main features of the service.
- Interactive tips: These appear when users need help and include text explanations or links to training materials.
- Video tutorials: Short videos that showcase the product and its capabilities.
- Product courses: For complex or multifunctional products, it is useful to develop sequential lessons.
- Email series: Informing users about features and motivating them to actively use the service.
- FAQ and documentation: A section with clear instructions for users.
How to build an onboarding strategy
It is important to understand that onboarding should not be limited to just technical adaptation. It should help the user achieve success. To do this, it is necessary to:
- Study the target audience: Understand who your customer is and what their needs are.
- Segment users: Divide customers into groups to offer them relevant features.
- Map the customer journey: Define the steps the user needs to take to achieve their goal.
- Select communication channels: Use various channels to deliver information, including email and in-app tips.
How to evaluate onboarding results
To assess the effectiveness of onboarding, it is necessary to track its results:
- Conversion: Analyze how many users completed the desired action.
- User churn: Evaluate at what stage users stop interacting.
- Revenue volume: Calculate the profit generated from onboarding.
Test different approaches and gather information to choose the most effective onboarding strategy.