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Onboarding experience (Metrics for evaluation (UX metrics : HEART…
Onboarding experience
Metrics for evaluation
number of queries/emails asking for instructions
- indicates the lack of clarity and intuitiveness
Low life for users
- indicates that the users could not find value in the service or product soon enough
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Key elements to turn an onboarding process from "get to know the product" into a power user training program
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Guidance
a way to ease users into the product, as well as a golden opportunity to add value to their experience, and enhance their perspective of the service
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Trigger time
behavior-based trigger
e.g., if user stopped using the product abruptly, send follow-up email asking if theres any difficulties rather than asking them to rate the product
Low Touch vs High Touch
Low touch means having minimal guiding feedback fro the user
e.g., Slackbot
High touch - also called "concierge onboarding" is a more proactive approach when reading out to clients.
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