Skeptics => Champions

Unlike apps for consumers which focus on creating habits in its users, Slack apps have to onboard a team. Our journey with Toast started in 2019, and our onboarding has changed drastically as we learned how to fit our flow into the user's general workflow. Here are some of our early misconceptions, how we overcame them, and how we ultimately created a progressive and adaptive onboarding flow, which resulted in 20% to 95% increase in conversion and engagement.

In this talk:
- why onboarding for a Slack app is complex
- what are potential points of drop off
- understanding a user's journey
- how do we increase conversion
- how do we continue to engage and provide value
- how do we deliver a modern app experience
- novel approach to support

Transcript

1. Skeptic => Champion Empower Onboarding
2. Skeptic => Champion Empower Onboarding
4. Toast connects multiple services
5. Toast connects multiple services
6. Toast connects multiple services
7. Reduce noise through Direct Messages
8. Slack user <=> GitHub user
9. Let’s start with a story
23. How to add a new user?
24. Web app?
26. Engineers like commands right?
27. Each user can now onboard themselves...
29. Yay! Onto Slack Marketplace
32. ~20% of teams onboarded >1 user
33. ~20% of teams onboarded >1 user :(
39. Onboard 1 user at a time
40. Onboard 1 user a team
41. Onboard 1 user a team also, it’s hard to ask users to “do things”
43. Slack Frontiers 2019
45. Users Select Menu
46. Users Select Menu
51. 20% => 95% new users onboard their team
52. What should onboarding look like?
53. Onboarding should be... quick
54. Onboarding should be... quick actionable
55. Onboarding should be... adaptive quick actionable
58. quick
60. Our eng department increased by 50%
61. Our eng department increased by 50%
62. What should engagement look like?
72. Opportunities to (re-)engage users
73. Opportunities to onboard users
74. Opportunities to onboard users progressively
75. Opportunities when a user is... curious
76. Opportunities when a user is... curious advanced
77. Opportunities when a user is... curious advanced struggling
88. adaptive
98. actionable
99. What should support look like?
106. dramatic re-enactment
107. dramatic re-enactment
108. A closer look...
109. A closer look...
110. A closer look...
111. A closer look...
112. Users loved it!
113. Users loved it!
114. Slack apps should feel simple, modern, and empowering. #FutureOfWork
115. Recap
118. Onboarding should be... adaptive quick actionable
119. Opportunities when a user is... curious advanced struggling
122. /toast ask stuff
123. use responsibly /toast ask stuff