When it comes to user onboarding, no company is perfect. Even the best and most successful SaaS and software brands are constantly iterating their onboarding strategies. New users can feel left behind or confused at any point during the onboarding process. An effective user onboarding strategy involves more than just a couple of tips and tricks. It’s a whole new way of thinking about your users post-activation so that they continue to get value from your product and become long-term users rather than one-time purchasers.
With a product success platform like FROGED, you can create an omnichannel user onboarding strategy in three simple steps: Understand your users, Create an onboarding strategy, and Act on it with real-time insights.
Step 1: Understand your users
The first step in creating a great user onboarding strategy is to understand your users. First, break down your user personas based on their role and responsibilities. This will help you create a better user experience that actually solves their problems.
Next, you need to understand your user behavior. You’ll want to know how your users are actually using your product. This will help you make sure the onboarding experience aligns with how your users naturally want to use your product.
To understand your users even better, create an NPS survey or talk to your customer success and support teams to find out more about the actual customer experience. You want to know about their struggles, what they’re confused about, and what they don’t understand just as much as you want to know what they love and what features they use most often.
Step 2: Create a user onboarding strategy
Once you’ve understood your users, it’s time to create an onboarding strategy. There are a few key considerations when creating your strategy:
- Users’ context and the timing of their onboarding experience. Are they just trying out your product for the first time?
- Have they used your product before, but signed up again with a new account? You’ll want to give new users a different onboarding experience than current customers or users who have already activated their accounts.
- Are they accessing your product through mobile or desktop? From home or work? Are they in a rush or have time to explore?
You’ll want to tailor your onboarding experience based on each user’s behavior.
This means you want to consider a tool that gives you real-time insights into how your customers interact with your product. From there a great part of your onboarding strategy should include behavioral marketing tactics to keep customers engaged with not just your onboarding, but throughout the customer lifecycle.
Step 3: Act on it with real-time insights
Finally, you want to act on your user onboarding strategy with real-time insights. There are two key ways to do this:
First, make sure you have a product flow that has the right modal and customer experience for the moment. A modal is a visual element within a Product Flow that guides your users through critical steps within your product.
Second, after you set up your Product Flows with FROGED you can continue to monitor your users’ behavior and optimize your onboarding strategy accordingly. You can track how long it takes for users to complete certain onboarding tasks, what device they’re using, and even what they click on. With real-time insights, you can quickly identify patterns in your users’ behavior and make adjustments to your onboarding strategy. For example, if you notice that new users are abandoning a certain onboarding task, you can make adjustments to your onboarding strategy. Or if you notice that some users are completing a certain onboarding task too quickly, you can make it more challenging.
Key takeaways for a winning User Onboarding Strategy
A user onboarding strategy is all about helping your new users get value from your product as quickly as possible. Users have short attention spans, especially when they’re first trying out your product. That’s why it’s important to implement a user onboarding strategy that helps new users become engaged with your product as quickly as possible. With a product success platform like ours, you can create an omnichannel user onboarding strategy in three simple steps: Understand your users, Create an onboarding strategy, and Act on it with real-time insights.