Best practices for delivering rapid and ongoing user value

Lesson 1: Onboarding Objectives & Research

whitepaper

5 Best Practices for Successful Onboarding

Onboarding isn’t simple. It requires planning and testing to generate the most value. Learn 5 best practices that product teams can adopt today to improve the onboarding experience in their applications.

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Article

4 secrets to smarter user onboarding

Each company has different objectives for their users. There is no ‘perfect’ onboarding strategy. To help improve some of the top pitfalls we commonly see, here are our top secrets to take into consideration when improving your onboarding experience.

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Webinar

Reduce Churn Through Better Onboarding

Effective user onboarding can reduce user churn by delivering a consistent user experience from sales-to-signup-to-retention. Learn how to harness the power of branding, user-validated design, and targeted user guidance to build exceptional onboarding.

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How-To

Best Practices for Pendo Guides

Ready to start building guides as a part of your user onboarding experience? Here are a few guidelines to get you off and running successfully.

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Article

Service Design for Onboarding Part 1

Too often onboarding is approached as a big-bang feature or product extension. It should be a service you deliver continuously. Service design is a powerful way to reframe the challenge and engage the rest of your organization in delivering value to your customers.

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Article

Service Design for Onboarding Part 2

Onboarding is a teaching, guiding, mentoring, explaining, consultative service we are offering to customers. Onboarding spans time and is a complex interaction. The second pard of this post covers the principles and practices of service design.

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Lesson 2: Onboarding Design & Implementation

whitepaper

Data-Driven User Guidance

In-app guides are a great way to educate users, but they aren’t perfect. They can be intrusive and negatively effect the customer experience. A better approach is to leverage user analytics to make guides truly ‘in-context’ and not just ‘in-the-user-experience’.

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Article

Target, Target, Target

When it comes to in-app messaging, we see interaction rates anywhere from 2% to 50%+. To paraphrase, how do you get (closer) to 50%? Target, target, target! The difference in results between well and poorly executed in-app messaging efforts can be huge.

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Webinar

How VTS Engages Users with In-App Messages

Josiah Wang, Product Manager at VTS, discusses how his team uses Pendo, and best practices for engaging, training, and helping users with in-app messages.

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How-To

Creating In-App Guides with Pendo

Guides are a great feature of Pendo which allow you to better onboard new users, highlight new users, and communicate general notifications. Learn how to develop and deploy Pendo guides in your application.

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Article

Onboarding Different Customer Types

For many teams, addressing onboarding at all is a great accomplishment. But once you have dipped your toes into that warm water, what’s next? How about wading in the nuances of different types of onboarding.

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Article

The Best In-App Guide is One That a User Never Sees

Based on user demographics (role, location, etc.), in-application behavior (features used, login frequency, etc.), and their responses to surveys (or, specifically, their NPS score)–you can define a very specific group of users who will see a guide.

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Lesson 3: Onboarding Measurement

whitepaper

The Power of Effective User Onboarding

We asked 150 software companies about how they onboard new users into their applications. The results were surprising. Companies with better onboarding see 4X higher profitability and growth. This paper summarizes the key findings from the survey.

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Article

10 Ways to Measure User Onboarding Effectiveness

In a recent survey, many companies indicated that lack of visibility into onboarding effectiveness was a big challenge. To think through onboarding measurement it’s helpful to break measures down into 3 specific tiers.

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Webinar

Onboarding to Adoption

Great user onboarding is critical to developing engaged and happy users. Eric Boduch, VP of Marketing at Pendo discusses the importance of continued user onboarding and reviews some tips and best practices to ensure that users at all levels are engaged.

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How-To

Using Pendo Guide Metrics

The guide detail page provides a detailed readout of viewership and actions associated with a particular guide. Learn how Pendo captures guide analytics and allows you to see how guides are driving feature usage.

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Article

How Do Walkthroughs Perform?

As a data-focused company, we spend a lot of time looking at the usage of our product and analyzing the behavior of our users. One of the things we looked at recently was some summary statistics about the walkthroughs that users have deployed through our platform.

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Article

Keep Your Onboarding Fresh

Whether you are new to managing the onboarding experience or wear this part of the customer life-cycle like an old hat, you know that onboarding needs to remain fresh and engaging—yet repeatable at the same time.

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