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Krystal Higgins - Better Onboarding

Krystal Higgins - Better Onboarding

When new users arrive at your product, their onboarding experience is the process that welcomes and guides them towards lasting success. But in a team’s quest to address their worries about meeting short-term metrics and feature awareness, onboarding often gets condensed into just a one time, frontloaded flow, missing out on its longer potential. In this talk, you’ll get an overview of what it takes to design a better onboarding experience through guided interaction. We’ll cover how onboarding fits into the user journey, why guiding users through interaction is a more effective strategy than relying on passive instruction, and how designing for new users connects to designing a better product overall.

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uxaustralia
PRO

August 24, 2021
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . www captionslive com au | captionslive outlook com | UX A a ia UX A a ia 2021 Da 1 T e da , 24 A g 2021 Ca i ed b : T ac Ball
  2. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 38 STEVE BATY: All igh . Welc e back f ha a a h c ffee b eak b he g d e i ha ca c i e e j i g c ffee a d ea a d bi c i a h e hile e ca . U e e a e e ha be j i ed b K al Higgi . C al a d I had a g ea c e a i he UX dca ece l hich I e c age li e . B b i l e ge he be efi f hea i g f he fi ha d. S I' e ha elc e K al he age da . Hi. KRYSTAL HIGGINS: Hi S e e. Reall ha be he e a UX A alia agai . I ' bee a ea b I' eall l ki g f a d hi alk. I ld like a b ack ledgi g he adi i al c dia f he la d hich e ga he da , a d a e ec hei elde a a d e e . I e e d ha e ec Ab igi al a d T e S ai I la de e le he e da . N , ha k ch f j i i g e i all b I ill a a bi a ligh l e il e. B alki g b iefl ab fea . Beca e i ' fea ha ge i he a f be e b a di g. See, e fea ha e le a de a d h d c k . S e l ad fi i e e e ie ce f e le i h i c i a d e . We fea ha e ic igh e if e d ' ge e le d ce ai ac i igh a a . S e add i e ge he ake e c i e . A d e igh fea ha e e ' di c e all he fea e ha ea ked ha d b, e g ee he i h a de c i i e h ca e f all he fea e e j d ' a he i . A be f fea ca i ac ha e c ea e f e e . S a da a d e hi g I a hi k ab i ha d e ea fea he i c e e e ? Take 30 ec d j hi k f e hi g he e, ca i e i d f elf, ca i
  3. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 39 i he cha if ld like ha e i h he . B le ' j ge h e fea d a e eh . N I like ge i g h e fea i he e beca e i i e hi g ha e ca c e back he e a e hi ki g ab de ig i g f b a di g. A d i ' e hi g I al a eak beca e e e if h e fea igh be g ded i a c le f ea able c ce , e -i de i g ch fea ca lead a d a al l i . S ecificall , a d c l , a d f l aded i c i . Thi i he e ge e lea d e e hi g i d c f b i g a hi g f lide h , e fl , l i a d e la , a e i . A d f a el f l aded i c i c e i h a e il . F e, i ' j ha d e e be . I ' like a e di g e lec e a a U i e i . Y ca ' be e ec ed e e be i af e j e i i g. I ' al e e ed f he c e f e. S i ' eall ha d f e le k h a l ha ' e h i g he h he igh ac all e hi g la e . A d he a e ' al a ha effec i e ei he he i c e e e ic hel i g e le lea hi g . C ide a 2015 ca e d f TV a d ic la f Vi . I a AB e he e ed e M bil a ial lide h c ee hich a ea ed i f f a ig e c ee lea i g j he ig i c ee behi d. Whe he did hi he f d ig e i h a d i e e i e gage e . O c ide hi e ea ch bile a ial he e he f d ha a ici a h ead he ial e cei ed he a ' a k a e c le ha h e h ki he ial a d e h e h ead he ial e e ' a e ca able ha h e h ki ed i . A d hile e igh hi k ha hi g ida ce f ill be ea ie k ck i he d c de el e ce , i he l g i ca be
  4. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 40 ha de ai ai beca e i ' hi e a ele e ha eed be da ed e e i e UI cha ge . S gi e all he he ha a d f f l aded i c i , e eed fi d a be e a . S le ' ee h e ca l k a fea a d a d be e b a di g. Which a b eali i g he be e b a di g c e h gh f l aded i c i b h gh g ided i e ac i . G ided i e ac i i l e b a di g e a hei ace, i ead f f ci g he d lea e e hi g a c e ed i e cale ha e defi e. I al ea a ch i g i f a i ac i i ead f e lai i g hi g f c e . A d fi all , i ' ab e e i g g ida ce i a a ha feel like a a he ic e e i f d c , i ead f e hi g ha feel acked e a a e. S ha igh ha l k like i ac ice? Well, le ' a ha he e i a h he ical a ha le ' e le fa hi e i a d ge a e f a c i . I ha a e f c i g ideli e ha i ld like e le f ll beca e h e g ideli e e l i high ali c e ha ill kee e le c i g back. S i ' i a ha e c ib de a d h e g ideli e . N , he ical f l aded i c i a ach, ld l k e hi g like hi --. Sh i g all he c i g ideli e f he e e e fi a i e . B e le igh ead hi he igh ki i a d he f ge . S ha if i ead e c ld di ib e he igh iece f ha i f a i ac he a a f e e ie ce, ha e igh e c e a d ake i e ele a i h bl cki g he f ge i g e f ? F e a le, e igh ge id f ha f c ee a d ake e le i ead aigh h e age h e c ee . Whe e he ca e l e d c , a diggi g i he e i a d a e al ead i he e. A d e igh j h a b ief bi f i d c i f a i ab c i g ideli e , hich e ca
  5. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 41 a ch a d a i a call ac i a k a e i . All e eed a he e i ha h e g ideli e ill be efi he b leadi g high ali a e . The if e e decide a k a e i e ca e e e f he g ideli e he ig fl , he e, e , he e e ca a a ki g f hi g like ag ee e . B e e af e ha i d e, e ca c i e ei f ce he c i g ideli e a he a e ele a diffe e ac i , f e a le h i g he g ideli e ha ill hel e e c af a g d e i ha ill ge high ali a e . B a ch i g hi g ida ce he ac i i e ake h e c i g ideli e j ha ch e ac i able a d e able ha if e j ki d f i f a d he lea e i al e la e . N hi ki d f di ib ed a d i c e g ida ce i a ic la l hel f l if d c e i e a c i e f e a ell. F e a le, g a hic de ig la f Ca a le ' e a d egi e ed e f i eb i e c e a e ial i h i bei g ca ed -- he f c ge i g e e c ea e a ac i , hich i achie ed b i i i g he de ig f hei h e age. O ce he ha e ch e a i e he he ca be g ided h gh elec i g a d e i g a de ig . All he a h gh d l adi g a a ic PDF f ha he ha e c ea ed. A d i ' il af e ha ' bee cce f ll d e ha he d c he he e c ea e a acc , beca e he a e able f a e i a d he al e f c i g back edi ha de ig la e . M ch e effec i e ha a ki g e e f bef e he ha e g e a e al c e a ig ha e e . S h d e ge hi i he e e ca ee he e i ie f di ib i g g ida ce a d a ch i g i c e le ac i ? Well, b eali i g ha a be e b a di g e e ie ce al c e f ea i g i a a j e ha cc e i e. See a f
  6. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 42 hi k ha b a di g i hi i gle e f i c i a d he f, agicall he e ill k e e hi g ab d c a d j igh i ge i g i h i . A d fea , he f e c e f hi e e e feel ge hi g igh i hi all i d f i e ha e e cei e bei g a ailable . B eall ha i gle e i i e i j he fi i e e, a d i ' a all a f a la ge b a di g j e . Beca e b a di g i a b ade j e f accli a i a d e gage e aki g f a diffe e ac i ha e le igh e c e be ee a i i g a d c a d he eachi g he i he e he bec e a c e e f i . T e b ace b a di g a a j e ea ha e he ha e ha e a be e defi i i f ha cce ea f i . See, b a di g i ea ed b e ficial ea e a d e ic like ig a e, click- h gh a e, ial e c le i a e. E e e i g ha lab d a ici a e e able di c e all f fea e i e d i ill a alid i dica f e all b a di g cce . I j ea ha e le e e able fi d hi g i ha e e i . H e e , b a di g d e ha e he a e e d g al a d c a d ha ' ha h ld cce . I ' ab hi g like be e h a d id- e e e i . Seei g dee e e gage e i h c e fea e . O highe e e e ca ed b b h f h e hi g . S j h cce f l b a di g i b l ki g h i i c ib i g e all ai abili g h f b i e d c . P a he a , hi ea ha b a di g eall e d f a e he hei c e e f d c begi . C e e ea he e ha ai i g hei eed i h d c , hile al c ib i g he ai abili g h f i i a d i al ea he f d e cce i h d c a ell. A a e a le, le ' ee ha c e e
  7. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 43 c ld be f ha fa hi e i a d a e d c f he la ec i . He e, c e e f ha d c igh j ea ha e le a e c ib i g he c i e i e a eek. Thi e e he c i i ai ed a d ac i e b i al e e e a achie able a d cce f l a e f he e a ell. O ce e ha e g ha , he e ca c ide he a ha a e e igh begi a d a i d c . Le ' a e a e g e hi g h ha a ecific e i he eed a a e . O ce e ha e g h e e d i defi ed he e ca a d fill i he ac i ha igh ake he j e be ee each f he . O ce e k ha he diffe e ac i igh be e ca i a ch c e le g ida ce each f he a d hel e le e f a d a he i e ac i h he . Le ' a e ed i he ac i f e e i g hei fi e i . We ca ee h e igh a l g ida ce ac he fl f i . We ld fi eed g ide he i he ac i . We d ha i h e f f a . He e e ha e a e bedded he h e c ee f hi fa hi e i a d a e d c , he e e a e able g ide e le a d a ki g a e i b f a i g i a d ge i g ali a e . S he e g ida ce i j e c agi g e le ake ha e . The e a e d i g he k f i g he fi e i . He e i i cl de i g he h gh ig i g , he a d c i g a e i . Which i l e h i g i e a le a d e ele e f he c i g ideli e hel g ide he h gh d i g ha ell. The fi all , ld ha e g ida ce i edia el af e he e i ha bee ed i hi ca e i hi f - i f called a f ll - a e. He e, e a e g idi g e le i e e al a , fa ilia i i g e e i h hei c ib i age b edi ec i g he
  8. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 44 he e af e hei e i i ed, c fi i g ha hei e i a cce f ll ed a d i a l g idi g he a d e e . He e e a e clea l e c agi g he ake he e e i hei j e b i g ifica i . B e ca al ee he e i he e e he c ld ake. F e a le, b i g ic . B idgi g he a he ac i ha c ld e i hi b a di g j e . E e if i ' i a diffe e de ha a he e igh ake i . S b fi i g ee he ac i ha igh e i be ee c e e a d a e i , a d he i g i a ch g ida ce i di id al ac i e a e able hel g ide e le a hei ace. A d hi i he eali f b a di g j e hich i ha a el d e e e e f ll he a e a h ha i l ed li ea l . The ill likel f ll diffe e a h ba ed diffe e a i g i eed f hei . I a e e fea ha igh be i g i head. A fea hi igh be ch k. Tha i a alid fea b i ' a fea ha f e c e f ie i g b a di g a e hi g ha eed be d e c le el e a a el f he e f d c . B be e b a di g a i h be e d c de ig i he fi lace. See b a di g de ig begi i g i ha c e d c , i h e la add e beca e ha ' ha e ai if a e ki , ig e he i e f ge e hi g ha e f d c . A d e e he ell c af ed l a d ial ca ake f ha c e d c de ig . S eed de a d h he ba ic eak f d c ca i he e l g ide e bef e I i le e a he fa c UI a e . The e ca i cl de hi g like a iga i , label , aff da ce e e he a i i ha igh ha e be ee a e . The e ca g ea l i fl e ce he lea abli f d c .
  9. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 45 F e a le, a die ha e h ha i g a ic a d a label ge he a a iga i aff d ca i c ea e c ehe i a ell a age f he fea e h e lead . A a icle f Mic f h h he f d hi he ede ig i g he ibb fea e i hei Office d c he aid he he added label back he ibb a iga i ic i edia el he lba e e a big hi a d he e le f all kill le el a ed i g he . I i g he d c de ig ca ha e ea i gf l b i e i ac b aki g i ea ie f he c e fi d i he d c c e . Take P i Gl be. O igi all he had age i h l i age ba ed a iga i f ca eg ie . The he added e e -ba ed a iga i he ide a d ell a highligh i g he la ca eg ie a he f hei age a d j b d i g hi he a a 18.5% i c ea e i de c e i . Wi h ha i g add a hi g addi i al j f e e . Thi be efi e a d e i i g e alike. N , ce ha e ha f da i f a g d c e d c de ig he ca hi k ab e e di g ff f i ide e c ele e f e e . O e f he be lace a hi k ab h ha e ecial a e a e f e e i b l ki g a he e a e f d c . The e a e lace he e ca g ida ce i he c e f he e c e ill be ce ha i ac i a ed la ed a d ca ake hi g eall ac i able. He e e ee a e a le f a a fe i e e a e f hei eci ie ab he e he e lai ha he eci ie ab i f a d ha e ac i i li e a hel i g e le add eci ie . Thi ill be a diffe e de ig ha he he c e i la ed b i i ecial f e e a d i he lace he e i ld all be ed. O ake i f k ace a d d c i i l. The ha e a e a le d c e ha he i he file li f e e ha
  10. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 46 he d ' j ha e a e file li a d a e de i g h a a e file f lde . I i a i e ac i e d c e i de a i g he fle ibili f he i l, b he a e c le el edi able. Pe le ca dele e he , he i hei b i i a a f le i g e le i e ac i el la i h e hi g if he eed a li le e a a d f c ea i f b e e e file , each f h e e a e f h e d c e gge ha ca be d e i h he i a ligh l le la ed a . I ' a bi e b le b ca ee he e i e hi e ha gge ha e e ca e hi ace f , a d he ca i edia el ge id f i j b i g a hi g. O ake hi e a le f a C e f G ail f ha i g a li le bi e a caff ldi g f e e a d aki g i a a a he begi i g i . Whe a c e a i d ced, he e a a e age ff he ide a ell a a ab hi i li e he e ail ha de c ibed h ld acce a gge i . A d ce a ed i g he fea e cce f ll , ha hi g acef ll ed ced j he g e i li e hi e , he e age i g e a ell a he g i g ab hi . A d I ill cl e b j aki g a e ab he e la . The hi g i h e la a d hi i a b ad ca eg ha i cl de l i , dal die l cal , hee all f h e hi g . I dial g e all f ha . T be ef l he eed be a a i e he he e i ead f he i f a i . U f a el he a e f e igge ed a i e ha a e di i e hich lead he bei g ig ed a d if he ha e f e e le lea ig e he a ell e ha e e he a i gl if a all. Wha hi e e iall ea i e la a e be e l ed f a a al a e i he e e ie ce, e ha e hi g like he e d f a fl . He e e ha e a e a le f he c e a a i a d if he fi i e e e a a blic a ce i li e he ge a e- i e e la i a
  11. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 47 hee f , i f i g he he added ha li e he fa i e a l g i h a gge ed f ll - e ge ified he he e a e a el da e ab ha li e. S eca be e b a di g c e fi i h be e d c de ig . Add e i g e f he c e ele e f d c ca be efi e e , a ell a e i i g e . A d he ca e e d ff f ha c ea e he e a he ic e f g ida ce ha igh j be ecial f e e . Be e b a di g al c e b ea i g i a a j e , j a e e . Whe ea i a a j e a e able ee h ffl ad he fi e e ie ce f a e f i f a i a d i ead di ib e i a d ake f e fle ible b a di g j e . A d l i a el , be e b a di g c e f g ided i e ac i . Whe e e a e i g ha g ida ce i c e a d hel i g e le e e ie ce d c i hei a hile ge i g accli a i ed he . I ill e d a e he e i a l ead a d lea ab b a di g. I ha e a l g eadi g li f e ce ha ca acce . K. I ill al a li k i he cha ce I cl e f e e e ie he e a d he e i a b k hi ic a ell if ld like. S ha k ch f j i i g e a d ha e a g ea e f c fe e ce. STEVE BATY: Tha k e ch K al. KRYSTAL HIGGINS: Tha k . STEVE BATY: I ' ch a fa ci a i g ic. The e i ch e ial f i be d e ell, ch - a e a le f i d e ell. A d i e f f e i g he e f ela i hi i h