Onboarding Series - Part 1

Onboarding Process Evaluation: A Comprehensive Guide

In this weekly blog series, we explore some of the key considerations for evaluating and optimising your customer onboarding process.

We will focus on the following areas:

• ·         Clarity

• ·         Value proposition

• ·         Personalisation

• ·         Support & Resources

• ·         Feedback mechanisms

Together, these will help create a framework for ensuring a smooth and effective introduction to your product or service.

By addressing these elements, you can enhance customer satisfaction, reduce churn, and drive long-term engagement.

Clarity and Simplicity

The cornerstone of any successful onboarding process is its clarity and simplicity.

If new customers find the initial steps confusing or overwhelming, they are far more likely to abandon the product or service altogether.

Rae has a classic example of this to share:

“I was looking for in-home care for a couple in their 80’s. One of the onboarding emails had an information leaflet that was 13 pages, all with  a totally black background with lime green font, including the important parts. Not only is it definitely NOT print-friendly (most elderly like to have a piece of paper to read & digest, not on a device), but it was super hard for the potential clients to read. 

Whilst it looked pretty on digital, the messaging was clear, and easy to understand, it wasn’t easy to read, it had way too many medical jargons and left us all asking; “What now?”   (No logical flow or progress indicators)

The couple simply didn’t want to look any more at the company, because they felt “If the flyer doesn’t understand us as potential clients, how are they going to provide adequate care for us?”

It’s a great example of how crucial it is to thoroughly examine the language, instructions, and overall flow of your onboarding experience.

• Ease of Understanding: Is the onboarding process easy to understand for someone who is completely new to your product or service?

• Clear and Concise Instructions: Are the instructions provided clear, concise, and easy to follow?

• Jargon-Free Language: Is the language used free of technical jargon or industry-specific terms that might confuse new users?

• Logical Flow: Does the onboarding process follow a logical and intuitive flow?

• Visual Aids: Are visual aids, such as screenshots, videos, or animations, used to illustrate key concepts and procedures?

• Progress Indicators: Are progress indicators used to show users how far they have progressed in the onboarding process?

Is it time to review your onboarding process?

If you would like a hand to explore this from the lens of a customer – we’re here to help!  Click here to find out more.

Next week: Value Proposition