User Onboarding is the process and associated user experience by which new users become proficient in an application. User onboarding encompasses the initial experience in the application, online or offline training, and the customer success workflow that manages the user journey.
Onboarding happens whether the experience is curated or not. Companies that focus on the onboarding experience can make their users proficient much more quickly. The growth of SaaS applications has dramatically reduced customers’ switching costs. They are much more likely to churn if they don’t realize value quickly.
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Onboarding is part of the application, and should be measured like any other aspect of the user experience. Usage of specific onboarding guides, the rate at which users complete the process, and how long it takes them to complete it are all good measurements to capture. Successful onboarding is also highly correlated with customer satisfaction. Net Promoter Scores are often a good indicator of onboarding success.
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User onboarding is most effective when it’s personalized. Successful approaches start with a deep understanding of users. They use that understanding to tailor both the content and approach to users’ roles and learning style. Like any other aspect of the application, user onboarding should be continuously tested and improved.
Read More: Onboarding Different Customer Types: Jump In, the Water’s Fine!Learn more about user onboarding strategy, implementation, measurement, and best practices. Browse Pendo’s library of articles, papers, and hands-on ‘how-to’ guides.
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