![]() Your product evolves all the time, your positioning, market and user personas change, and so should your user onboarding. This mindset can be really disastrous for your user onboarding results. Now – this is a common issue we see in SaaS – that the product managers/marketers responsible for onboarding see it as a one-off ‘set it and forget it’ activity. Personalizing your SaaS user onboarding to the user’s specific persona, role, goals, and use case will make your onboarding more relevant, engaging and effective. Good SaaS user onboarding uses personalization Just look at this sad product tour: because the steps happen out of context, and the experience doesn’t wait for the user to actually complete them – the whole experience is just ineffective and overwhelming: Wouldn’t a helping hand pointing you to the ready-made post calendar with pre-defined content templates be great at that point? A tooltip like the one below can work wonders in such a situation: it’s perfectly timed, reactive and appears in the right context:Ĭontextual user onboarding in SaaS outperforms traditional linear onboarding any day of the week. You are typing a few words into the editor, deleting them, typing again, and again deleting them. ![]() You are supposed to schedule some posts for next week, but inspiration eludes you. Imagine you’re a user of a social media scheduling tool. Your onboarding experiences should appear in the context of what your user is currently doing inside your product – or what they are not doing. While onboarding emails can still support a good user onboarding in SaaS, they simply cannot replace in-app guidance. In the good old days before code-free product adoption platforms like Userpilot became popular, most of the user onboarding happened via email. The best onboarding experiences are contextual Want to build something like this, plus the microsurvey we mentioned above? Book a demo with Userpilot and we’ll show you how! Great SaaS onboarding is interactiveĪlthough there is a place and time for proactive onboarding in SaaS, generally good user onboarding experience in SaaS should be interactive – you should react to the actions of the user, at their own pace, rather than just walking them through the product. Have a Resource Center available in-app allows the user to search all your help and onboarding documents on-demand, by keyword, can improve the user onboarding experience immensely. Self-serve, product-led SaaS should be accessible to its users 24/7. Ideally, your user should be able to go through your user onboarding process without having to wait for a Customer Success manager to find time for them. You need to know what the user wants to achieve and then show them the fastest route to achieving this goal/result.Įxample: you can ask your users with a microsurvey in a welcome screen! A good SaaS onboarding flow is self-serve The purpose of good user onboarding in SaaS is to take the user on the shortest path to value. There’s nothing more frustrating than being walked through 10 features of a product when you only need to use one to start with (this is what traditional, linear product tours do). In the case of your user onboarding flow, make sure you don’t show your users more features than they need to see to activate. How do you create the best SaaS onboarding experiences? In the first few seconds, your user can either have a great experience that will lead them to the Aha! moment (the moment when they realize the value of your product) and activation, or they can have a terrible experience (think empty states) and decide to end their adventure with your product before it has really started. ![]() Starting from the signup flow, you’ll generally have a welcome screen (see our YouTube video on using welcome screens for user segmentation) and some options for interactions with your Customer Success team. User onboarding experiences are all the interactions that a user has with your SaaS product onboarding at the beginning of their user journey (but also later on, if we consider secondary onboarding)! SaaS onboarding refers to the process of helping new users of a “Software as a Service” get set up so that the user will realize the value of the product quickly.
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