Onboarding is a magical time—magic in the sense that if your users don’t find what they need and get the results they want, they will magically disappear. Also, magic because of its transformational power to turn tire-kickers into loyal users.
Will your onboarding process lead to a disappearing act? Or will it enable you to build a lasting customer relationship?
It all depends on how you build customer success into your user flows.
Many onboarding user flows are designed to help the user set up their accounts and learn how to use the product. That’s all very useful. But these user flows are missing a step.
Account setup and functional learning are important, but only as much as they help the user achieve their ideal outcomes.
Your user doesn’t care about your interface. They don’t really care about your tool either. They care about achieving their ideal outcome in the simplest, easiest, fastest way possible.
That’s what your product is designed to deliver, isn’t it?
Yet, too often, we fail to include the actions that mean success for the customer into the very user flows designed to get them there!
It’s time we re-think product-centric user flows—especially in onboarding.