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A Summary of

5 essential onboarding tactics for complex products

by
Robbie Allan
Intercom
View original

Provide Immediate Utility

  • Many complex products require high-consequence actions for new users.
    • e.g. Onboarding a user's team or installing software
  • Find ways to demonstrate how your product will deliver on its promise.
    • e.g. Airbnb makes benefits tangible by showing prospective hosts an estimate of how much they can earn.

Organize Your Flow Based On Value, Not Technology

  • Do not create a tour of every feature of your product.
  • Base your product tour on the problems it solves.

Motivate Users Through the Process by Linking Tasks to Benefits

e.g. LinkedIn keeps their job database current by encouraging users to "strengthen [their] profile" so "people can connect with [them]."

Reassure and Come Back to High-Anxiety Tasks

  • Requiring users to invite their colleagues to use the app causes anxiety.
    • Let users know that it's okay to skip the task.

Guide Customers Through Non-Product Tasks

  • Guide users through non-button-clicking tasks.
    • e.g. Providing a QA checklist for installing a website widget.
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