New customer onboarding for complex products
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The document discusses how to build better onboarding for complex products by focusing on the "job to be done" and the customer's goals and needs, rather than just the product's features. It recommends focusing the onboarding on reassuring anxious users, guiding them through non-product tasks, onboarding all relevant users not just the buyer, and demonstrating the product's value through examples if necessary rather than just explaining features. The key is for the onboarding to prove to users that the product can do the job they are hiring it to do.
New customer onboarding for complex products
- 1. If you cant do, show Build better onboarding with Jobs to Be Done New customer onboarding for complex products Robbie Allan 27 September 2018
- 6. Scott Belsky Crafting the First Mile of Product All users are lazy, vain, and selfish in their first 15 seconds
- 7. Shortest path to value! @robbiedigi
- 8. For complex products, the shortest path to value isnt short @robbiedigi
- 9. Great onboarding proves to users that your product does the job they are hiring it for @robbiedigi
- 10. Focus on the job to be done @robbiedigi Great onboarding proves to users that your product does the job they are hiring it for
- 11. SITUATION MOTIVATION EXPECTED OUTCOME When ______ I want to ______ So I can ______
- 13. Focus to jobs, not features @robbiedigi
- 14. What do you care about most? Help us customize your free trial onboarding experience Secure Internal and External SharingFile, Sync, and Share Advanced Admin Controls and Security Recommended for customizing collaboration and security settings guidance. Recommended for general storage and collaboration guidance Recommended for further protecting highly confidential content in regulated industries Continue
- 22. All customers, not just the buyer Great onboarding proves to users that your product does the job they are hiring it for @robbiedigi
- 25. Sales leaderMarketing leader Sales rep Empower me to grow my pipeline and make my team more productive Generate more leads in an on-brand way
- 26. Demonstrate results, dont point out features Great onboarding proves to users that your product does the job they are hiring it for @robbiedigi
- 28. If you cant do, show @robbiedigi
- 30. Great onboarding proves to users that your product does the job they are hiring it for @robbiedigi
- 31. 1. Focus to jobs, not features 2. Reassure in anxious moments 3. Guide through non-product tasks 4. Onboard everyone 5. If you cant do, show @robbiedigi