A customer's onboarding is a holistic process that must be a constant concern for multiple teams.
With no one team to own a holistic onboarding, splintering can occur. How do you empower different product teams & functions to input into onboarding but still have a comprehensive result?
A solution is to form Team Onboarding, which works with various teams to craft a scalable, long-term experience & vision. The cohesive experience is a shared responsibility across teams.
There are 2 key components to deliver: 1. A modular onboarding framework 2. A new "Onboarding Home" experience
The modular onboarding framework was inspired by video game tutorials & skill trees. Each level has a clear objective & success metric, including a sequence of steps to: 1. Introduce customers to a concept & the value it brings to their business 2. Encourage users to do the simplest thing possible to learn how the concept works with minimal effort 3. Know where to go within the product to learn more about the concept
Take a step back & recognize any gaps or inconsistencies: ask why they arose & how you can ensure they won't happen again. Invest time to establish a scalable, long-term onboarding strategy & modular, adaptable framework.