How to do onboarding? How to make it so that it matches the user behavior patterns on the site and solves their typical tasks? Perform the setup in several stages.
Study the interests and tasks of users: why do they use the product?
Take a detailed look at the user journey: at what stages might difficulties arise?
Study the actual behavior of users on the site or in the application. At what stage does the largest share of churn occur? What queries are most often made in the directory? What questions do they ask the support service?
Define the task. Why do you want to use onboarding: to educate or engage the client, to reduce the number of requests to technical support, to increase sales?
Choose the onboarding tools that best suit your needs.
Implement onboarding. Remember that users are not interested in trivial advice, but in targeted recommendations that help them master the product.
Leave the user with the ability to easily remove onboarding elements if they are not needed.
Stages of onboarding
Onboarding can be done at any stage of the customer lifecycle. However, it is important to remember that at different stages, people will have different tasks that will require relevant solutions.
First-use onboarding. This is the stage of acquaintance, at which it is important to demonstrate the advantages of the product, at the same time show the simplicity and efficiency of use, and encourage the purchase.
Onboarding after purchase. Here you need to educate the client so why our mint database service is perfect for marketers that he quickly finds solutions for his problems in the product and starts actively using it, rather than going in search of an alternative.
Onboarding Metrics
How to evaluate the effectiveness of onboarding? Measure and analyze metrics:
Customer Churn Rate (CR)
Churn Rate shows how many customers have stopped using the product. Typically, to measure the lost audience share, a specific period of time (for example, a month) is taken during which the customer does not return to use.
The formula for customer churn rate is: number of users who left / number of users who were active on a given date * 100%.