A Holistic, Ongoing Onboarding Experience3:47 with Hope Armstrong
Onboarding is more than in-app experiences for new users. This video touches on the exciting possibilities beyond those first experiences.
- Multi-channel onboarding: Includes notifications outside the app, in the form of push notifications, desktop notifications, and emails.
- Mailchimp onboarding emails - From Get Your Saas Onboard
- Mailchimp resources
- Mailchimp support
- Adobe XD
0:00 Let's take a step back to understand the scope of the onboarding experience, 0:06 which actually goes beyond the app or website. 0:13 Multi-channel onboarding is comprehensive and includes notifications outside 0:17 the app in the form of push notifications, desktop notifications and emails. 0:23 Email campaigns can be used to reconnect with users, 0:30 encouraging them to finish onboarding or educating them about the products. 0:33 Let's take a look at Mailchimp, a marketing automation company. 0:38 They ought to know a thing or two about marketing emails, am I right? 0:43 In this article written by Steph Knapp, 0:47 she shares Mailchimp's on boarding email series. 0:50 A user receives an email as soon as they sign up, 0:54 as well as every four days thereafter. 0:57 The first email is just for confirming the user's email address. 0:59 Also on the first day, the next email introduces the building block, 1:05 which is the main component of campaigns. 1:09 Four days later, another email lands in the user's inbox and 1:12 explains another feature, building an email list. 1:16 The other emails in this series follow the same pattern of explaining a feature 1:20 every four days in the first month after sign up. 1:25 If you want to check it out yourself, check out the link in the teacher's notes. 1:29 Mailchimp also does a great job of providing resources on its website. 1:33 Learning content such as blog posts, webinars and knowledge bases 1:38 provide users with even more opportunities to learn about the product. 1:42 Here's a step by step guide to help users connect to a domain. 1:49 This walks users through the process of setting up their Mailchimp hosted 1:53 landing page to appear on a custom domain name. 1:57 In addition, support teams connect with users through help desks, 2:01 emails, phone calls, and live chat. 2:05 All of this is included in the onboarding experience. 2:09 And it's important to keep that perspective as you design what happens 2:12 within the UI itself. 2:16 It all fits into an ecosystem. 2:18 As you can see, the onboarding process exists beyond those first few 2:20 experiences a user has with the product. 2:25 Previously, I mentioned redesigns and 2:28 new features as onboarding opportunities for existing users. 2:31 But it goes beyond that as well. 2:35 Onboarding continues throughout the user lifecycle. 2:38 As users get acquainted with the product, they develop a general competency. 2:42 You'll want to enrich their experiences so they can discover advanced capabilities. 2:47 Perhaps there's a shortcut that will help them do a repeated task. 2:52 Or perhaps they can improve their workflow somehow. 2:57 These efficiency tweaks may be overwhelming to bombard new users with. 3:01 But proficient users will have the mental capacity to learn something new, 3:06 given their baseline competency. 3:10 Let's look at an example. 3:14 In Adobe XD sometimes a tip appears in response to an action. 3:16 When duplicating a card, 3:21 a pop-up appeared in the corner of the app to inform me about repeat grid. 3:23 As it turned out, repeat grid was a more efficient way to duplicate the content. 3:28 This is a clever way to coach users on more efficient workflows. 3:33 Okay, great, so that's one approach, and there are many more. 3:38 If you'd like to learn more, check out the teacher's notes. 3:43
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