How you need to design user onboarding for new customers depends directly on what you offer to them. Do not forget that unnecessary product tours affect user experience negatively rather than improve it. If you provide one simple solution to your customers, one welcome in-app message may be enough. Otherwise, your new users will click “Hide this guide” button immediately or will be bothered before doing anything.
However, if you have a SaaS business providing with many different and somewhat complicated solutions, you should create a new user onboarding walkthrough to welcome a customer. As I emphasized in my previous post “Benefits of User Onboarding“, new customers make purchase decisions in the first few minutes. You should not leave your potential customers alone during this most critical moments.
You should pay attention these three issues when you prepare welcome walkthrough.
1) Make it personal: Today, personalization plays an essential role in both customer acquisition and retention. You can personalize your guides by adding your and CEO’s photo to the first page of it. That makes your customers feel like a friend with your product. Moreover, if your user onboarding tool provides with using the customer name in guides, that also will be nice. “Hi John” is always better than only “Hi”.
2) Keep it short: You do not have to show all your features and all how it works. Ideally, new user onboarding tours should be 7-8 steps at most. Don’t forget that your user is not there for just fun; they need to solve a problem with your SaaS more efficiently. Keep away from showing the parts that the users may not use any time like “How to change the password?”.
3) Design it comprehensive: Since it is the first product guide for the new users, you should design it more generally to show the most critical parts of the business. If building a comprehensive tour does not make any sense for your business, you can also show a walkthrough prepared for the killer feature as a welcome tour. Moreover, you need to create different product guides for each main feature or function of SaaS to create a perfect user onboarding experience.
Stay tuned for better User Onboarding!