How to Make Your Onboarding Suck Less (and get out of the acquisition trap)

Learn how to optimize your onboarding process, reduce friction, and increase activation rates. Discover strategies for mapping onboarding to customer jobs, using product analytics, and creating a seamless experience.

Key takeaways
  • Understand your customers’ jobs to be done.
  • Map your onboarding and activation experience to the steps of those jobs.
  • Reduce the friction for customers by removing unnecessary steps and providing guidance.
  • Use product analytics to track activation rates and identify opportunities for improvement.
  • Strive for balance between onboarding and activation, and avoid overwhelming customers with too many steps.
  • Consider using checklists, welcome videos, and other tools to improve the onboarding experience.
  • Experiment with different onboarding flows to find the one that works best for your product and customers.
  • Don’t be afraid to cut or delay steps that don’t contribute to the customer’s goals.
  • Focus on getting customers to their “aha!” moment as quickly as possible.
  • Remember that activation is not just about onboarding, but also about helping customers retain value from your product.