The Effects of Good User Onboarding

@dreasaezHead of Customer SuccessProdPad

• Born in London

• Based in Berlin, London, Brighton, Ljubljana

• Over +450 companies

• Over 5,000 active users

About ProdPad

The ProdPad Support TeamHi there!

Web Demos, Release Updates, Community

Management,Technical Writing, Help Center

Management, Social Media Support, Blogging, Sales,

Account Management, Conferences, Face-to-Face Client Meetings, QA and

Mockups

Behind every successful product, there are successful

users• Onboarding is about interaction and

engagement

• Successful onboarding will determine if the user stays, goes, or even worst.. they stay and end up churning.

• Good user onboarding deflects the amount of time Support is involved

Where do you start?• Design• Define• Help

Design

Design• Brainstorming: 30-

second mockups

• Picked out the elements and behaviours

• Based on user experience

Define

Define• Analysed product and business analytics

• Defined 3 key steps

• Provided value behind actions

Help

Help

• Self-service Help Center

• Easy to find

• Social Media

• Algolia smart search

• Reading: Help Center

• Interactive: Hotspots

• Videos: Masterclass

• One-on-one: Demos

• Self-directed experimentation

How people ask for help How people learn

Results

Trial-to-Subscription Time

4x Faster!

Demos

How does it work? Let’s talk pricing!

Ticket Deflection• Massive change in types of tickets - less how-to’s,

more sales oriented.• Search terms and content adjustment

Thank you!