Your go-to resource for acronyms, jargons, terminology, and useful words for product and customer experience teams.


User onboarding

What is user onboarding?

User onboarding refers to the method of actively assisting users to explore new value in your product. The process during which new users become proficient in an application. User onboarding includes the very first application experience, online or offline training, goal-setting, and the customer success process of the organization.

Why is user onboarding important?

User onboarding is critical when it comes to introducing new users to a product. Companies that prioritize the onboarding process can help their users become proficient much faster. Customers’ switching costs have been drastically decreased as SaaS apps have grown in popularity. They are significantly more likely to churn if they don’t soon realize the benefit, therefore helping a customer in speeding time to value is critical to prevent customer churn.

How do I measure user onboarding effectiveness?

Onboarding should be measured in the same way that every other component of the user experience is. The ratio at which users completed the process, as well as the period it takes them to complete it, are all major elements of a strong onboarding process. Because successful onboarding is strongly related to customer satisfaction, conducting post-onboarding Net Promoter surveys might be beneficial for benchmarking.

Onboarding’s purpose is to accelerate product proficiency. To determine the success of individual user onboarding, many organizations establish feature milestones or usage frequency benchmarks.

Here are some best practices to create onboarding experiences:

  • Design onboarding experiences for each unique user segment
  • Differentiate between new users and new accounts
  • Adjust the different education styles

Difference between product Tour and onboarding:

Product tours are quite beneficial, particularly for first-time users. However, they are only one of several channels that must be used for effective onboarding. Not to mention that effective product tours encourage new users to quickly and effectively become familiar with your software products.

Tours allow you to display the essential elements’ framework, the initial steps to follow, and the most significant activities that a new user must execute to set up the product through a sequence of windows or steps that appear in the user interface. Whereas The user onboarding process usually involves the initial experience, training, and adoption.