Henken Bean Sr. User Experience Designer @henken

Principles of Onboarding

WHAT IS ONBOARDING?

It’s the experience a customer has when they become oriented to a product or service.

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decide get start use

purchase or commit.

self install or pro-install

first time use. ongoing use.

ONBOARDING PHASES

Onboarding is psychological.It’s having awareness of the customer’s unique emotional state.

Acknowledge the relationship. meet + greet introduction mutual relationship

GUIDING PRINCIPLES

Honesty and transparency help build trust.

Get them into the game.Engage customers before asking them to commit.

Be welcoming + action oriented.

Remind me what I paid for.Confirm early what’s included in the service that the customer has just acquired.

Confirm that it’s me.

One door, many gates.Persist authentication throughout the experience.

Prepare me.Instill confidence by telling the customer what they will need up front.

Make it hard to do wrong.

Use smart defaults.Create smart defaults based on existing user data and routines.

Provide contextual help. Provide hints and help while the user is already engaged with a task.

Show by example.

Reward engagement.Reward customers for ongoing use.

Onboarding is a relationship.

Keep it human. Build naturally.Keep it going.

QUESTIONS?@henkenhenken . bean @ gmail.comhenkenbean . com

henken.bean @ gmail.com