User onboarding

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Table of Contents

What is user onboarding?

User onboarding is the process of introducing a new user to a product or service, and helping them to understand and become proficient in its use. It is an important step in the user’s journey with the product, as it can determine their initial impression of the product, and influence their long-term engagement and satisfaction with it. 

Effective user onboarding can help users to quickly and easily learn how to use the product, and can increase their chances of becoming successful and satisfied users.

User onboarding typically involves several steps, such as providing an overview of the product’s features and benefits, guiding the user through the key functions and features of the product, and providing support and resources to help them become proficient in its use. 

What is the purpose of user onboarding?

The purpose of user onboarding is to help new users understand how to use a product or service effectively and efficiently. This process typically involves introducing the user to the key features and functionality of the product, and providing them with the tools and information they need to get started. By providing a good onboarding experience, businesses can help new users become proficient with their product or service, which can lead to increased user satisfaction and engagement.

Why is onboarding important for software?

Onboarding is important for software because it helps new users understand how to use the product effectively and efficiently. By providing a good onboarding experience, businesses can help users become proficient with the software, which can lead to increased user satisfaction and engagement. This is especially important for complex software products, where a lack of understanding or proficiency can lead to user frustration and abandonment.

What is the “Aha!” moment in software?

The “Aha!” moment in software is the point at which a user has a sudden, powerful understanding of how to use a product or service effectively. This typically happens when a user discovers a key feature or functionality that allows them to solve a problem or accomplish a task in a more efficient or effective way. The “Aha!” moment is an important milestone in the user’s journey, as it often leads to increased engagement and satisfaction with the product or service. It is also an important consideration for businesses, as it can help to drive user retention and loyalty.

How do you create a good user onboarding process?

  1. Define the goals of the onboarding process. This will help ensure that the process is designed to achieve specific, measurable outcomes, such as increased user retention or engagement.
  2. Identify the key tasks and activities that new users need to complete in order to become proficient with the product or service. This will help to ensure that the onboarding process covers all of the essential information and functionality.
  3. Create a step-by-step guide or checklist to help users progress through the onboarding process. This should include clear instructions, examples, and resources to help users understand and complete each task.
  4. Provide support and resources to help users who need additional assistance. This could include in-app help features, user forums, or customer support channels.
  5. Continuously test and iterate on the onboarding process. This will help to ensure that the process is effective and efficient, and that it can evolve and improve over time.

What are some of the user onboarding metrics and KPIs?

There are several metrics and KPIs that businesses can use to measure the effectiveness of their user onboarding process. Some examples include:

  • Time to first “Aha!” moment: This metric measures the amount of time it takes for a user to have their first “Aha!” moment, or the point at which they have a sudden, powerful understanding of how to use the product effectively. A shorter time to first “Aha!” moment can indicate that the onboarding process is effective at helping users understand the product quickly.
  • Retention rate: This metric measures the percentage of users who continue to use the product or service after a certain period of time. A higher retention rate can indicate that the onboarding process is successful at helping users become engaged and invested in the product.
  • Task completion rate: This metric measures the percentage of users who are able to complete a specific task or set of tasks using the product. A high task completion rate can indicate that the onboarding process is effective at helping users understand how to use the product to accomplish their goals.
  • Net Promoter Score (NPS): This metric measures the likelihood that a user would recommend the product to a friend or colleague. A high NPS can indicate that the onboarding process is successful at helping users understand and appreciate the value of the product.

What is daily active users (DAU)?

Daily Active Users (DAU) is a metric that measures the number of unique users who interact with a product or service on a given day.

This metric is often used to measure the engagement and usage of a product or service, as it provides a more accurate picture of user activity than metrics like monthly active users (MAU), which only count users who have interacted with the product at least once during a 30-day period.

DAU can be a useful metric for businesses to track, as it can help them understand how their product or service is being used on a day-to-day basis and identify opportunities for growth and improvement.

What is stickiness (DAU/MAU rate)?

Stickiness (DAU/MAU Rate) is a metric that measures the engagement of users with a product or service over time.

It is calculated by dividing the number of Daily Active Users (DAU) by the number of Monthly Active Users (MAU), and is typically expressed as a percentage.

A high stickiness rate indicates that a large proportion of the users who interact with the product on a monthly basis are also active on a daily basis, which can indicate strong engagement and loyalty.

A low stickiness rate, on the other hand, can indicate that the product is not retaining users or keeping them engaged over time.

What are some of the good resources to read about user onboarding?

There are many good books and resources available on the topic of user onboarding. Some examples include: