Onboarding 101 applies to every product or service startup that wants to attract and retain users. Onboarding is no longer an after thought whereby eager entrepreneurs seeking to monetize skip or relegate this task to a single sign up form. While most people would assume sign-ups are sufficient to win customers, this is not the case. Introducing onboarding as part design, part product development and the rest marketing & support to actively court the customer from the day they visit your website to sign up.

1. ONBOARDING 101
DESIGN FOR CONVERSION 4.0 – GROWTH HACKING

2. Overview
Ge$ng
started
• What
is
onboarding?
• What
it
looks
like,
and
why
it
ma8ers?
Planning
Your
User
Onboarding
Experience
• Discovery
to
sign
up
journey
mapping
• When,
what
&
how
to
communicate?
–
Onboarding
Emails
• Piecing
it
together
–
objecGve
+
content
+
design
Mini
Exercises
• Map
out
your
user/customer
onboarding
flow
(5mins)
• Design
&
test
your
email
(5mins)

3. What is ‘onboarding’?
“Onboarding
is
your
first
date
with
your
user
—
you
don’t
want
to
talk
their
ear
off
and
you
want
to
be
as
charming
as
possible.
Simply
put:
tell
the
user
only
what
they
need
to
know,
in
as
few
words
as
you
can,
to
make
them
like
you.
And
be
as
wi8y
or
delighYul
as
you
can
while
doing
it.”
–
MK
Cook,
dtelepathy

4. Why do I need it?

5. Approaches

6. “Everything at once” Approach (walkthrough)

7. “Setup” Approach

8. “Do Something” Approach

9. Great user onboarding is,
necessary.
Map
out
your
user
onboarding
flow
-­‐ Think
about
what
ma8ers
most
to
your
users.
Results,
not
features.
-­‐
Consider
all
touch
points,
and
the
overall
experience.
-­‐ Communicate.
Let
your
users
know
what
to
expect.

10. Map out the flow..

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12. Communica]ons
Here’s
some
ways:
-­‐ Email;
follow-­‐up
aher
registraGon/sign
up,
outreach
to
inform
what
more
they
can
do
with
your
product/service
&
engage.
-­‐
In-­‐
app
noGficaGons;
walkthrough
interesGng
features
to
help
users
perform
their
tasks
&
meet
their
objecGve
-­‐ -­‐
Tool
Gps
or
other
hover
over
UI
elements
e.g.
light
boxes
to
elaborate
on
funcGonaliGes.

13. Post sign-­‐up light box

14. Post sign-­‐up pop-­‐up

15. Post sign–up emails 1:
Verify

16. Post sign–up email 2:
Welcome & Engage

17. Post sign–up email 3:
Reten]on/Conversion

18. Tips & tricks (final notes)
1 If
it’s
tricky,
spell
it
out
–
don’t
skip
any
step!
if
longer
the
onboarding,
show
end
is
insight.
2 Be
opportunis7c
–
aher
first
impression,
think
of
opportuniGes
to
deeply
engage
your
user.
3 Make
it
fun
–
delight
your
users!

19. Mini Exercises
You
work
for
a
file
sharing
service
startup.
You
have
just
launched
a
website
where
users
can
learn
more
about
features
and
sign
up.
Your
sign
up
requires
users
to
create
an
account
before
starGng
to
use
your
service.
Upon
sign
up,
users
can
access
your
file
sharing
dashboard.
You
are
a
bit
concerned
your
users
do
not
know
how
to
navigate
inside
the
dashboard,
and
as
such
you
have
also
set
up
support
center
and
knowledge
base
arGcles.
You
want
to
inform
your
users
how
to
get
started,
and
communicate
that
you
are
available
via
email
or
hotline
should
they
require
assistance.
To
do:
1. Map
out
your
user
onboarding
flow
2. Design
your
email
copy

20. Great user onboarding is,
necessary.
Map
out
your
user
onboarding
flow
-­‐ Think
about
what
ma8ers
most
to
your
users.
Results,
not
features.
-­‐
Consider
all
touch
points,
and
the
overall
experience.
-­‐
Communicate.
Let
your
users
know
what
to
expect.

21. Resources (to help you keep hacking!)
User
Onboarding
h8p://www.useronboard.com/
GrowHack.com
h8p://www.growhack.com/

22. Resources (to help you keep hacking!)
UX
Archive
-­‐
Onboarding
Mobile
uxarchive.com/tasks/onboarding

23. Other useful links
Zapier’s
Blog
h8ps://zapier.com/blog/user-­‐onboarding-­‐user-­‐interface-­‐inspiraGon/
Conversion
XL
on
Onboarding
Emails
h8p://conversionxl.com/onboarding-­‐emails/#.
Appcues
Onboarding
Academy
h8p://appcues.com/academy/intro/
Get
Response
Web
Form
Builder
h8p://www.getresponse.com/features/form-­‐builder.html

24. THANK YOU!
You’ve
just
heard
from…
liyana.slmn@gmail.com
liyslmn