What is Digital Onboarding

What is onboarding and why is it needed

Digital products are becoming more complex: developers add more and more new features and experiment with design. But not in all cases, this practice is beneficial - some platforms turn into mazes with endless chains of prompts and pop-ups, which, it seems, should help, but in fact confuse users. In this article we will talk about what onboarding is and why it becomes a necessity.

What is onboarding and why is it needed

Imagine you visit the bank's website. But before you there is no list of what you need: services, cards, loans. Even if you like this bank, but you simply don’t understand where you can apply for this or that service, you will leave to look for a more understandable site that will answer your questions.

Many companies face such a problem: the more opportunities a service provides, the more difficult it is to keep the user's attention and bring it to registration or purchase. Good onboarding can help you with this.

Onboarding is the process of customer adaptation to a new product. Small tooltips and windows accompany users on the site, tell about sections or recommend certain actions.

Educational platforms or online photo editing services can send lifecycle mailings - a chain of letters with instructions on how to work with the platform in order to get the most our of it. And some mobile apps use onboarding built right into the product interface. So, the user will not get access to the functions of the application until he undergoes a short training, answers the questions and enters his data - all this in an accessible form.

Onboarding begins when a person enters the conversion funnel: makes a purchase or a subscription, passes registration. And it continues already in the course of interaction with the platform.

It is not enough just to familiarize the client with your proposal. It is important to support him throughout the journey: to talk about updates, propose new features, notify about changes in the product interface.

Ideal onboarding provides answers to three main questions:

  • what exactly this product does;

  • how to use it;

  • how exactly this solution can be useful.

Pop-ups and video tutorials alone will not solve all problems. Intuitive, user-friendly interface together with good onboarding can improve the user experience of your service.

Tips like these will be ineffective individually. To really get users interested, you need to combine different onboarding tools with each other, combining them into large-scale yet simple interactive tours.

The user should not confused by the abundance of buttons, templates, features and tariff plan options, tooltips alternately highlight the most important information on the page for him. This approach helps a beginner to avoid mistakes and feel more confident.

Conclusion:

If you care about the first impression of users from your product, if you want to convince customers that you value them and are ready to support them in their work, onboarding will help you with this.

There are three key advantages to onboarding:

  • Retaining customers and increasing their brand loyalty;

  • Reducing the number of calls to technical support;

  • The ability to quickly acquaint users not only with basic, but also with advanced functions of the product.

The more a client learns about your platform, the more often he will contact you and recommend your product to friends and colleagues. If the user does not understand how your product fits into his life and what is its benefit, then sooner or later he will stop using it.

Thus, a well-structured onboarding can directly influence the profit of your company and the impression of customers from your service.

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