Building a seamless digital onboarding experience for your customers is a complex undertaking, often presenting challenges and requiring careful planning. At Pulse US 2023, Gainsight’s own, Tyler McNally and Harshita Banka shared invaluable insights on establishing the foundations of digital customer success. Their talk emphasized the iterative nature of creating an exceptional onboarding experience, reminding us that even Rome wasn't built in a day.
At Gainsight, we are actively developing a Digital Onboarding experience for our latest product line, Digital Hub. Before diving into the building process, we find it crucial to complete a thorough discovery phase. Engaging with relevant stakeholders and fostering collaboration enables us to deploy digital touchpoints more effectively.
For this project, in particular, we asked our stakeholders, three vital questions:
What features of the product provide the most value?
Understanding which features of our product provide the most value is essential for creating a successful digital onboarding experience. By identifying these key features, we can prioritize our efforts, ensuring that users quickly grasp the benefits and achieve their desired outcomes. Tailoring our onboarding materials to highlight and demonstrate these high-value features helps guide users toward a swift realization of value.
What user actions can provide a reduced Time to Value (TTV)?
Reducing the Time to Value (TTV) is a key goal when designing a digital onboarding experience. Identifying the specific user actions that expedite TTV could allow us to streamline the onboarding process, guide users toward critical actions, and ensure a smooth and rapid realization of value.
What areas of the product do we receive the most questions about?
Identifying the areas within the traditional onboarding experience that frequently generate questions or confusion is crucial for creating a seamless onboarding process. By understanding where users commonly encounter challenges or require further clarification, we can proactively address these areas.
Armed with this valuable information, we began targeting the areas that overlapped the most, akin to the intersection in a Venn diagram. Once we had a shortened list of features to prioritize, we proceeded to create mockups and wireframes that outlined the engagement flow and content structure. After approval, we transformed these designs into engagements by using Gainsight PX. Leveraging our team's past experience and brand guidelines, the creation of these guides was efficient and straightforward.
Take a sneak peek at some of our design concepts:
With the engagements launched, we will continue to closely monitor the use and review the analytics. Simultaneously, we are beginning to explore other features, use cases, and user actions that can drive onboard adoption, considering the best strategies for targeting these aspects in the next iteration.
As mentioned earlier, perfecting the full digital onboarding experience will require several revisions. However, we embrace this iterative process, understanding that excellence takes time. After all, Rome wasn't built in a day.
Stay tuned for further updates on our journey to crafting a remarkable digital onboarding experience.