Onboarding Flow

Why should you use this template?

All successful businesses spend a lot of time figuring out their sales funnel. Once you’ve worked someone through your funnel, the most important part is getting them hooked on the end experience. Every onboarding flow needs to hook in potential users and get them invested in your business.

To find the pitfalls in your onboarding flow, take participants through the journey and gather feedback along the way. It’s important to have hunches in mind about where participants may get hung up so you can validate, or invalidate, your ideas.

Once you’ve made your first changes, iteration is the key. As you gather more feedback on future iterations, you’ll be able to smooth out the entire onboarding process and even prepare for potential shifts in your users behaviors and preferences.

 

Test Outcomes

• Evaluate how participants move through your onboarding flow
• Learn where participants get lost
• Gauge overall emotional reactions based on quant. and qual. feedback.

 

Organization Benefits

• Increase the likelihood of participants to engage with your web experience early and often
• Map drop off points in your onboarding flow to qualitative explanations from participants

 

Test Questions

1. Imagine you’ve just entered this new app. Click on what you would do next.
   Click Test
   Present the appropriate context and the first page of the onboarding flow to participants. Ask them to click where they would go next. For any participants that click outside of the ideal flow or who choose to “skip”, outline a branching hotspot to take those participants to the next question for more feedback.
2. Why did you want to skip that question?
   Free Response
   For those who clicked outside of the ideal onboarding flow, get qualitative feedback about why they’ve made that decision. Once they’ve provided this feedback, bring them back to the overall flow to continue the onboarding process.
   –  Repeat questions 1 & 2 for each step in the onboarding process until you reach the dashboard or starting point of the main product experience.
3. What impressions did this sign-up experience give you?
   Multiple Choice
   Give 8-10 different emotions or impressions to participants and ask them to select all that apply to the onboarding experience you’ve presented. Use single-word answer options to simplify the decision making for participants.

 

Additional Questions

• What was most difficult about this onboarding experience?
• On a scale from 0 to 10, how likely would you be to finish every step in this onboarding flow?
• Compared to other onboarding experiences you’ve seen, how satisfied are you with this flow?
• How satisfied are you with the length of this onboarding flow?
• How long do you expect an onboarding experience to take?
• How many screens do you expect to fill out in an onboarding experience?