There is no generic user onboarding solution fitting for all kind of SaaS. Because it changes as regards UX, usability, and features of the product, every user onboarding component should be considered unique. The trigger is one of the most critical parts of this topic concerning interactivity and fluency of onboarding process.
The trigger means when or in which situation the product guides would be shown to the determined segment. Since a misdesigned trigger could affect user experience negatively rather than improve it, you need to be very careful to design it. Most of user onboarding tools provide a different kind of customizable trigger types for their customers.
We can divide trigger types into three main categories according to user activity, session time and on-demand triggers.
1. User Activity Related Triggers
Most of SaaS owners use this kind of triggers since they are handy and easy to set up.
- Click: You can start to display the guides when the user clicks specific element or area.
- Hover: Guides will be shown when the user hovered particular element or area. Hover is usually used for hotspots, and it can be confusing and distracting when it is used in walkthroughs.
- Page Load: Guides will be displayed when the page is loaded. If you want to use page load as a trigger, you need to set a targeting well. Otherwise, your guides may influence experienced users’ usability adversely.
- Page Exit: You can start to show the guides when the user is going to close the page. It is usually used for in-app messaging.
2. Session Time Related Triggers:
This kind of triggers can also be used to catch the user at the right time.
- Timer: You can set a timer to start to display guides in seconds or minutes.
- User Idle: It is another feasible way to set triggers by looking user idle (users have no activity) time.
Existing user onboarding tools commonly offer this kind of triggers above. However, you also need to reach product guides and walkthroughs whenever you want regardless of your current page.
- New Page: You can create an entirely new page for product guides instead of FAQ.
- New Button: Putting a new button above of the help desk is also a good idea to offer perpetual guides.
- Help Desk Integration: It may be the best solution, but integration with help desk requires much time and effort.
In my next post, I’ll be focusing on “Why shouldn’t I build the product tours insource?“.
Stay tuned for better User Onboarding!