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Onboarding: "the experience a customer has when they become oriented to a product or service." Experiences included in the Onboarding phase could be a self install kit, a getting started guide, a first time user experience, or contextual help mid-use. After a few months of working on a new Onboarding experience for Comcast, I came to the conclusion that designing for this phase in the user experience is more psychological than other kinds of interface design. It's about tying into the emotional state of the user: like playing a game or having a conversation. This talk provides a core set of principles for designing Onboarding experiences that tie into this psychological approach.
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Henken Bean Sr. User Experience Designer @henken
Principles of Onboarding
WHAT IS ONBOARDING?
It’s the experience a customer has when they become oriented to a product or service.
“
decide get start use
purchase or commit.
self install or pro-install
first time use. ongoing use.
ONBOARDING PHASES
Onboarding is psychological.It’s having awareness of the customer’s unique emotional state.
Acknowledge the relationship. meet + greet introduction mutual relationship
GUIDING PRINCIPLES
Honesty and transparency help build trust.
Get them into the game.Engage customers before asking them to commit.
Be welcoming + action oriented.
Remind me what I paid for.Confirm early what’s included in the service that the customer has just acquired.
Confirm that it’s me.
One door, many gates.Persist authentication throughout the experience.
Prepare me.Instill confidence by telling the customer what they will need up front.
Make it hard to do wrong.
Use smart defaults.Create smart defaults based on existing user data and routines.
Provide contextual help. Provide hints and help while the user is already engaged with a task.
Show by example.
Reward engagement.Reward customers for ongoing use.
Onboarding is a relationship.
Keep it human. Build naturally.Keep it going.
QUESTIONS?@henkenhenken . bean @ gmail.comhenkenbean . com
henken.bean @ gmail.com