How Personalizing User Onboarding Betters the Product Experience

Catherine Park
September 18, 2019
147 Views

When it comes to software, there is often a learning  gap between technology and its end users. For some, frustration begins when they commit to a software program and later realize they don’t know how to use it. This is why user onboarding is so important for digital businesses today.

Digital software companies bridge this curve by implementing product experience software solutions designed to streamline and enhance the onboarding experience.

User Onboarding Essentials

User onboard is a fairly broad term, but really just a translates to a process through which users are guided around an app or piece of digital software. It could be a guide within an app that shows a person the various features available. Or, it might be a process by which users can have their questions answered via pop-up surveys or chats. User onboarding might also mean digital cues that guide a person to where they need to be within the app.

User onboarding can take many forms and can be either generic or heavily personalized. Some companies operate under the belief that a general onboarding process will help their users get the most out of apps, failing to see the benefit of a personalized experience.

Today’s software users are like any other consumer. They’re interested in working most closely with companies that show empathy and treat them as more than a number. With this in mind, the best software will provide this experience.

User Onboarding Software and Why it’s Important

User onboarding, or product experience software, is a software system designed to hone in on and improve software experience. It latches onto existing software and allows software and product teams to fully understand the customer journey, and later respond as needed. User onboarding is important because it increases the functionality users get out of a product. It’s also important because it cuts down complaints and leads to better product experiences. Simply put, onboarding is a simple solution that can help a developer’s work pay off in the end for the user and the company.

Personalization’s Role in Successful User Onboarding

People respond much better to personal service. Personalization plays the important first role of showing users that the company is concerned about them specifically. If user onboarding is really just the process of making an impersonal app feel more like the software company cares, then personalization is critical in this process.

On top of that, personalization allows the app to solve problems before they become real problems. People are more likely to ditch a digital product if it fails to meet their needs or if, after lots of trying, they can’t figure out how to use some feature—especially in the initial interactions with the software. With personalized onboarding, a company can figure out what those needs are right up front. The software then corrects itself, avoiding the dangerous time when people grow frustrated with an app’s quirks or lack of functionality.

At the most basic level, personalization should start with a greeting using the users’ name and maybe their business or reason they’re using the product. From there, the personalization should include a customized onboarding process specific for the users’ needs and focus. You can also make the process personalized with certain features, like use in-app messaging for onboarding users.

Personalized User Onboarding and Product Adoption

Ultimately there are many reasons to use a personalized onboarding experience. The first has to do with aiding in product adoption. The more personalized the onboarding experience is, the more likely people are to use the digital product. They are more likely to take advantage of its features, make in-app purchases, and trust the company with future digital needs. Just getting people to download an app is only the first step. Additional onboarding measures must be taken for a company to get the most out of that customer and bring them on a product adopters.

After product adoption is retention, where the customer stays until their product journey ends. However, your job doesn’t end just because a user commits to a product. You still have to ensure they’re continuously satisfied.

Similarly to personalization in the product adoption phase, creating a personalized product experience can also aid in retention. Personalization can show you care enough to get to know a person. When they know you care, they’re more likely to remain loyal to your brand.

A Final Thought

The goal of any company is to leave the customer with a positive feeling. This leads to positive reviews and future business. A good onboarding experience is the first step to a very good product experience.

In the digital age, consumers have high expectations because they know there are endless options. They want companies to understand them and create products around their needs. Personalized onboarding gives companies a competitive advantage by offering experiences that keep customers coming back for more.

At the end of the day, user onboarding and a positive product experience are synonymous. They go hand-in-hand and can determine a company’s success. This is why it is critical to choose the best tools. A company that invests money and energy in developing a digital product must always take steps to ensure that it follows through with a great customer experience.

 

 

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