Samuel is an Onboarding specialist. It’s a critical aspect of building products. He understands why getting your users to the ‘aha’ moment is a huge factor in product development. He’s a UX designer who wrote “The Elements of User-Onboarding” and runs UserOnboard.com

 

Content Breakdown:

0:00 – Intro

0:30 – Origin Story – How he got into UX

1:55 – Why User Onboarding is so important

3:03 – Best Practices of User Onboarding

3:53 – Common mistakes in creating first-run experiences

5:22 – Company Examples – Basecamp, Slack and Shopify.

7:18 – Slack and the value of creating human interaction and memorable products.

8:07 – Mailchimp and how you can’t satisfy all of your potential users.

9:33 – Should User Onboarding ever stop?

10:45 – Company Examples – Wistia and Mailchimp

12:14 – Representing the User in a Quantitative and Qualitative Way.

13:22 – Value of LiveChat in the Onboarding Experience.

14:38 – Quantitative Measurement Examples.

16:55 – Tools to use in your own tests. Intercom, KISSmetrics, Mixpanel, OLark, Qualaroo, SurveyMonkey, Customer.io and Sendwithus.

19:01 – Final thoughts – Think about User Onboarding earlier in your product development cycles.

 

Key Insights

Mailchimp – Show your users the value of your product right away. Create a human and memorable product experience.

Basecamp – Pre-fill content to give users your product ‘aha’ moment when they sign up.

Wistia – Onboarding should never stop. Create educational content and show your users how to become power users.

 

Essential Quotes

“Onboarding can become a blind-spot within your company and design team.” Tweet this!

“A lot of SaaS strategy is growing your users into the ones you want them to be.” Tweet this!

“Create a human-like interaction in your onboarding experience.” Tweet this!

“Think about user onboarding earlier in your product development cycles.”Tweet this!

 

Recommended Tools

KISSmetrics and Mixpanel – For product usage analytics.

Intercom.io and Customer.io – For behavior-driven email and in-product messaging.

SurveyMonkey and Qualaroo – For user feedback and surveying.

Sendwithus – For a/b testing transactional email.

 

Brandon Gains is a growth marketer at Referral SaaSquatch – the customer referral platform for subscription companies. You can connect with him via email brandon at saasquat.ch or on twitter @brandongains