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How to create a SaaS onboarding that is user-friendly and reduces cognitive load?

Onboarding a customer is a crucial part of the customer’s journey. A successful onboarding educates the customer about the features, functions, and the product so they can achieve their goals easily. Without a successful onboarding process, users will end up churning without using the application to its full extent.

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onboarding process:

1. Create a Timeline

To onboard a customer you can use these methods

  • welcome messages
  • walkthroughs
  • explainer videos
  • guided tutorials

Once you have chosen a method you should create a timeline. An onboarding process usually takes 2 weeks or less depending on the complexity of your product. Our experience tells us that users prefer smaller and easier tasks in the 1st week and complex tasks in the 2nd week, but again it totally depends on the type of product you are running.

2. Communicate efficiently

Don’t make customers wait for your email or call. Be proactive and set things in motion ASAP so they can start reaping the benefits of your product soon. Send emailers with tutorials or steps to perform important tasks. Provide an option to call your team for any guidance they need.

3. Highlight key features

We know that out of 100% of features on software, only 20% of features are most widely used. Find out those key features and highlight them in the onboarding process. Refrain from overloading the user by showing all features in the onboarding process. This will only increase the cognitive load on the user who might not visit your product again.

4. Provide dummy tasks

Video tutorials, guides, walkthroughs are fine. But users only learn when they actually perform a task themselves. So, give them small achievable tasks to perform. You can do this by using callouts, flags or actually getting them over a zoom call and guiding them.

5. Offer Support

Learning how to use a product can be tough for some people. Not everyone is equally tech-savvy, right? Provide a button to call, chat, email, or connect with an executive from your team to guide them through your product.

6. Get Feedback

Learn how well your onboarding process is working by asking for feedback. Note their feedback and use it to optimize your flow to onboard new customers successfully. If a customer has left the onboarding incomplete, get to know why and guide him through the process.

7. Give an option to skip onboarding

While you may feed that onboarding is something very important and all users should go through it. There is a segment of users who skip the onboarding process to explore the features on their own. These users might find your product intuitive to navigate through or they might be highly tech-savvy.

Conclusion

The Onboarding Process will make or break your product because it is the first impression that your product makes. It is crucial to understand the users need and then design an efficient flow that they will understand. Failing to do can cause irritation and your users will never return.

We can help you to design a smooth onboarding flow that will provide a positive experience and will maximize your chance of developing a loyal customer base. Get in touch with us to know how.

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