how to optimize the new user onboarding process

How to

Optimize the New User Onboarding Process by iridize

The Data

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Onboarding is a constantly

evolving science and art –

Smart onboarding

corresponds with

technological innovations

and design trends

Welcome to The Matrix

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At iridize, we broke it down to 4 main onboarding principles:

Put in words:

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1. Time –

immediate and

ongoing support

2. Action –

engagement

and support

Balance should

be maintained

between two

parameters: Source: http://www.flickr.com/photos/29174632@N00/2208944056

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Balance immediate action

With ongoing customer

experience…

Or, put in other words:

…and customer engagement

with customer support

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Let’s translate

principles to

actions:

Bottom Line

i

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Phone Calls

Immediate Engagement:

It’s OK to ask

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Requesting phone contact info

during registration is becoming

increasingly common. In fact,

it relays a seriousness that

goes beyond the uncommitted

anonymity of the internet.

Reach Out

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Make the connection between

two people, rather than just

another user and application.

Image source: Dandy Rank blog

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Navigation Assistance

Immediate Support:

Grab Attention From the Get-Go

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You have approximately 2.6 seconds to convince a new user to stay on your webpage.

Source: http://www.flickr.com/photos/53370644@N06/4976494944/

The Competition is Harsh

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Your user has been exposed to a dozen new web pages today and a dozen new webapps this week.

Source: http://www.flickr.com/photos/brousch/6115611431/

Tired eyes

Brain exploding from onboarding attempts

Don’t Pounce – Glide

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Don’t making the user

think too much, but relay

to browse next

and .

Your chances therein lie in creating a GOOD

navigation experience:

where why

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i

Walkthroughs, videos, livechat

Ongoing Support:

Commitment Goes both Ways

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The most important form of

“being there” for your users is the

ongoing customer support

you provide.

Stay Realistic

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24-7 call center availability isn’t

really an option…

…plus, most users

today turn to phone

support as a last resort.

Image source: stockimages @ FreeDigitalPhotos.com

Stay Relevant

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Automated support is an

excellent onboarding

solution.

It is more effective…

Automated Support

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Walkthroughs

Support videos

Tooltips

Kowledgebase

Intercom

What do we talk about when we

talk about “Automated Support”?

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Lifecycle emails

Ongoing Engagement:

Image source: digitalart @ FreeDigitalPhotos.com

Lifecycle Emails

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From the generic “Welcome! email,

through the gentle “we haven’t seen you in a week” nudge emails,

through to the perfectly timed “you have two days to upgrade from

free trial to paid plan” reminder.

Lifecycle emails

are the best.

Why Iridize Mobile? We Hope That Was Helpful!

Read more about onboarding solutions at blog.iridize.com Or request a demo at contact@iridize.com

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Icons in this presentation made from Flaticon.com: Freepik by

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