The main goal is to accommodate your user and to get them using your product, ASAP. It’s highly important to make a fantastic first impression and to then carefully familiarize your users with the product so that they come back.
2. Communication is key.
You don’t want to talk their ear off but you want to be as charming as possible. Simply: Tell the user what they need to know. In as few words as possible, make them like you, being as witty or delightful as you can while doing it. It is also important to make sure you type in the correct formality for your members.
3. Welcome them properly.
It doesn't feel great spending so much time filling out registration and membership forms to then only walk in through the door with every single staff member acting as if you don’t exist.
A major part of the on boarding process is making a new member feel welcome. You want to be able to thank them for taking the time to join your product instead of just sending the invite to the junk box. If you haven’t set up a welcome email, then make one. It doesn't need to be long.
4. Making it easy.
This is where you will lose sign ups. Life is complicated enough as it is and if you do not make your sign up simple, you will be losing customers. Take some time to figure out what you actually want to know from your customers- the bare basics.
5. Save them time.
Nobody, including ourselves, like being asked to fill out questionnaires or registration forms by people in the streets. You’re in a rush, you have to go to the doctor with your headphones in. I’ve used all the excuses in the world not to stop to be asked to fill out a questionnaire. We don’t have a lot of spare time. We value our information and don’t necessarily feel comfortable sharing a lot of information right from the start.
Social log-in is a great time saver that is appreciated by a vast majority of consumers. You’re going to have some people who do not want to use this option, but you can offer a different mode for them. Pinterest is a great example of this. They have an option for a social log-in, or you can create a direct account. Do the same thing for your visitors.
The on boarding process should be warm in tone, fun and offer additional guidance if necessary. For example, if you've got a video available on how to make the most of their experience, this information should be included both in the email you send out and in their welcome page.
6. Creating a compelling CTA.
No matter what market you’re in, chances are you are facing some stiff competition out there. What can you do to make signing up for your customer a “must”? Take a step back and distil what it is that makes you unique into no more than 2 sentences. Your tagline should be placed in a prominent spot on your landing page.
7. Making Referrals.
The best way to make an influential person shout about your company? Start including friend referencing on your boarding process. A fantastic example of this is Facebook. When you sign up and are getting your profile ready, you have the option of inviting friends/existing contacts.
There is nothing more influential than a customer who is totally excited about what you have to offer and wants to be the first person to share it with friends.
The added benefit of a referral goes back to your growth funnel. It takes a lot of people pouring into the funnel to keep it full so why not let your customers help you keep it full.
8. Don’t break the flow.
Designers usually strive to get the users into a state of “flow” in which a person performing an activity is fully immersed in a feeling of focus, full involvement in the process of the activity. There are many tools to help designers make this happen that can also be implemented into the design of your on boarding process.
One of the main requirements is to be as unobtrusive as possible. For example, don’t surprise your users with unexpected pop ups and messages. The best way to prepare the user is show them what steps are coming up and what they have left. For a fluid experience, context is important.
9. On boarding is a relationship and is ongoing.
Relationships are built on trust so don’t mislead your users and make it easy for them to trust you. Your users are new and are figuring out there way around your product. You need to nurture the relationship between yourself and them to keep the relationship going. Engage your users in a natural yet friendly way. You should spend time very early on in the on boarding process getting to know your users and what their needs are. This could be sending me them a personalized note to each individual right after the moment of email verification.10. Ease them in gently. People, including myself hate it when you visit a page or an application where it’s so busy and over complex, it makes me want to stay away. This isn't to say that you should not do something personal and fascinating. What you don’t want to do is overwhelm the new users on their first visits to your application.There some examples of pages and apps where all the white space is full of content. Colours, images and words. It can all be a bit too much for a new user to handle. With some effort, the experience can be elegant and informative without over stimulating the user. Short tips and pop up notifications are a good way to guide new users through the appropriate steps. Be sure to show them one at a time. Tell them directly what they need to know and when they need to know it. Don’t make them remember too much as they will forget it. Instead, use reminders.Overall, on boarding new users should be a fun and creative experience to help develop your product. There are hundreds of tools out there to help you optimize your product. Experiment with different tools and features to your advantage.
Sources and Further Reading