1 00:00:00,000 --> 00:00:05,777 2 00:00:06,901 --> 00:00:13,720 Let's take a step back to understand the scope of the onboarding experience, 3 00:00:13,720 --> 00:00:17,862 which actually goes beyond the app or website. 4 00:00:17,862 --> 00:00:23,432 Multi-channel onboarding is comprehensive and includes notifications outside 5 00:00:23,432 --> 00:00:28,770 the app in the form of push notifications, desktop notifications and emails. 6 00:00:30,360 --> 00:00:33,480 Email campaigns can be used to reconnect with users, 7 00:00:33,480 --> 00:00:37,425 encouraging them to finish onboarding or educating them about the products. 8 00:00:38,640 --> 00:00:43,090 Let's take a look at Mailchimp, a marketing automation company. 9 00:00:43,090 --> 00:00:46,400 They ought to know a thing or two about marketing emails, am I right? 10 00:00:47,570 --> 00:00:50,350 In this article written by Steph Knapp, 11 00:00:50,350 --> 00:00:53,160 she shares Mailchimp's on boarding email series. 12 00:00:54,200 --> 00:00:57,147 A user receives an email as soon as they sign up, 13 00:00:57,147 --> 00:00:59,590 as well as every four days thereafter. 14 00:00:59,590 --> 00:01:03,880 The first email is just for confirming the user's email address. 15 00:01:05,010 --> 00:01:09,340 Also on the first day, the next email introduces the building block, 16 00:01:09,340 --> 00:01:11,320 which is the main component of campaigns. 17 00:01:12,570 --> 00:01:16,775 Four days later, another email lands in the user's inbox and 18 00:01:16,775 --> 00:01:19,870 explains another feature, building an email list. 19 00:01:20,980 --> 00:01:25,920 The other emails in this series follow the same pattern of explaining a feature 20 00:01:25,920 --> 00:01:28,450 every four days in the first month after sign up. 21 00:01:29,560 --> 00:01:32,760 If you want to check it out yourself, check out the link in the teacher's notes. 22 00:01:33,940 --> 00:01:38,760 Mailchimp also does a great job of providing resources on its website. 23 00:01:38,760 --> 00:01:42,837 Learning content such as blog posts, webinars and knowledge bases 24 00:01:42,837 --> 00:01:47,211 provide users with even more opportunities to learn about the product. 25 00:01:49,839 --> 00:01:53,990 Here's a step by step guide to help users connect to a domain. 26 00:01:53,990 --> 00:01:57,850 This walks users through the process of setting up their Mailchimp hosted 27 00:01:57,850 --> 00:02:01,830 landing page to appear on a custom domain name. 28 00:02:01,830 --> 00:02:05,830 In addition, support teams connect with users through help desks, 29 00:02:05,830 --> 00:02:08,320 emails, phone calls, and live chat. 30 00:02:09,400 --> 00:02:12,530 All of this is included in the onboarding experience. 31 00:02:12,530 --> 00:02:16,250 And it's important to keep that perspective as you design what happens 32 00:02:16,250 --> 00:02:18,230 within the UI itself. 33 00:02:18,230 --> 00:02:20,737 It all fits into an ecosystem. 34 00:02:20,737 --> 00:02:25,030 As you can see, the onboarding process exists beyond those first few 35 00:02:25,030 --> 00:02:27,630 experiences a user has with the product. 36 00:02:28,650 --> 00:02:31,460 Previously, I mentioned redesigns and 37 00:02:31,460 --> 00:02:35,630 new features as onboarding opportunities for existing users. 38 00:02:35,630 --> 00:02:37,640 But it goes beyond that as well. 39 00:02:38,730 --> 00:02:42,260 Onboarding continues throughout the user lifecycle. 40 00:02:42,260 --> 00:02:47,015 As users get acquainted with the product, they develop a general competency. 41 00:02:47,015 --> 00:02:51,880 You'll want to enrich their experiences so they can discover advanced capabilities. 42 00:02:52,910 --> 00:02:56,130 Perhaps there's a shortcut that will help them do a repeated task. 43 00:02:57,160 --> 00:03:01,050 Or perhaps they can improve their workflow somehow. 44 00:03:01,050 --> 00:03:06,220 These efficiency tweaks may be overwhelming to bombard new users with. 45 00:03:06,220 --> 00:03:10,720 But proficient users will have the mental capacity to learn something new, 46 00:03:10,720 --> 00:03:12,500 given their baseline competency. 47 00:03:14,310 --> 00:03:16,410 Let's look at an example. 48 00:03:16,410 --> 00:03:20,690 In Adobe XD sometimes a tip appears in response to an action. 49 00:03:21,740 --> 00:03:23,350 When duplicating a card, 50 00:03:23,350 --> 00:03:27,270 a pop-up appeared in the corner of the app to inform me about repeat grid. 51 00:03:28,340 --> 00:03:33,890 As it turned out, repeat grid was a more efficient way to duplicate the content. 52 00:03:33,890 --> 00:03:38,424 This is a clever way to coach users on more efficient workflows. 53 00:03:38,424 --> 00:03:43,642 Okay, great, so that's one approach, and there are many more. 54 00:03:43,642 --> 00:03:46,600 If you'd like to learn more, check out the teacher's notes.