Accepted
The current onboarding process for new users lacks clear guidance, leading to frustration and drop-offs during the trial phase. Users are not engaging with core features early enough, reducing the likelihood of conversion to paid subscriptions.
- Simplifies the onboarding process, making it easier for users to get started.
- Reduces frustration and increases engagement with core features.
- Increases trial-to-paid conversion rates by helping users realize value quickly.
- Aligns with our goal to grow the user base and improve customer retention.
- Supports our mission to deliver intuitive, user-friendly experiences.
- Addresses feedback from customer surveys indicating onboarding as a pain point.
- Users who engage with at least three core features within the first week are 2x more likely to convert to paid subscriptions.
- The majority of users prefer guided steps over self-exploration during onboarding.
- The solution must not require additional backend infrastructure changes.
- Implementation must be completed within 6 weeks to align with marketing campaigns.
- Input from the product marketing team for messaging.
- UI/UX team capacity to design guided walkthroughs.
- Analytics team to provide metrics for evaluating success.
- Improved onboarding might set expectations for similar walkthroughs in other parts of the product.
- May temporarily increase support tickets during rollout as users adapt.
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Interactive Guided Walkthrough (Chosen):
- Pro: Engages users immediately with visual cues and step-by-step instructions.
- Con: Requires significant UI development effort.
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Video Tutorials:
- Pro: Quick to implement and cost-effective.
- Con: Passive learning; low user engagement.
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Email Campaign Series:
- Pro: Easy to deploy and track.
- Con: May not reach users actively exploring the platform.
Major work units, e.g. features or user scenarios
Guided Onboarding Walkthrough
Create an interactive, in-product walkthrough that introduces users to key features in their first session. The walkthrough should highlight:
- Dashboard navigation.
- Core feature exploration.
- Initial setup tasks.
- Walkthrough is triggered automatically on first login.
- Users can skip or replay the walkthrough.
- At least 50% of users complete the walkthrough during the trial phase.
- Analytics capture user engagement with walkthrough steps.
- "Get Started with Confidence: Your First Steps in [Product Name]"
- Highlight benefits of the walkthrough in emails and the product update announcement.
- In-app announcements
- Product update email to new and existing users
- Social media promotion via LinkedIn and Twitter