Our Ask the UXperts series got off to a cracking start for the new year, with a fantastic session with Dr Paul Sherman. The topic was The UX of Onboarding and it was an highly entertaining and informative session.
Everyone was in fine form and the jokes flowed freely.
We examined some of the key principles of the onboarding process and broke down the common patterns to identify the bits that work, and the bits that aren’t so great.
If you work on products or services of any kind, I’d recommend having a read through this transcript.
If you didn’t make the session because you didn’t know about it, make sure you join our community to get updates of upcoming sessions.
If you’re interested in seeing what we discussed, or you want to revisit your own questions, here is a full transcript of the chat.
Dr. Paul Sherman has worked in user experience since the days of dial-up.
He conducts user research and user experience design for mobile, web and desktop in many domains, including accounting; banking; e-commerce; financial planning and portfolio management; healthcare; mobile gaming; mobile device hardware and software; network, server and cloud application security; tax preparation; and travel, among others.
He also creates and teaches graduate courses in user experience research and design at Kent State University, where is he is an Assistant Professor and Program Coordinator for the User Experience Design Master’s program.
I can tell you what they DON’T respond to.. something like this:
They’re good b/c from a perception pov, they focus your attention. For a while at least.
From the testing I’ve done, almost all people benefit from the learn while doing approach. DN’s will do one short one. Others will do more if you let them. So give them a choice.
– So, if you have personas, and you know what features these diff types are likely to use, you could ask them who they identify as.
@alex.lee Which popular app has terrible on boarding experience?
LINKEDIN – argggggghhhhhhh
Gamification and social comparison trigger people’s desire to complete a process and earn achievements.
Both can be effective, but also expensive to implement.
So we end up with awful gamified experiences.
How important are micro-interactions to on-boarding? What are some good examples? I recently saw a demo for the FitBit app on-boarding, and liked it. It seemed engaging but not overdone. What are some bad examples?
– MI’s are very important.
It recognized this and offered information.
This is a question for testing and iteration.
I’ve always felt that if you force the tutorials some users would get annoyed.
2. Engage emotional and aspirational motivations.
3. Doing is better than showing or telling.
4. Minimize friction and barriers.
5. Stock the shelves. Avoid the empty store.
6. Don’t ask for a commitment before the user is ready.
7. Leverage social comparison and gamification. But don’t be cheesy.
8. Support learning and mastery at the point of need.
9. Share content via different channels to encourage engagement.
10. Measure and test!
– Welcome email
– Getting started email
– Here’s how others are successfully using it email
– Join our community email
– Etc etc.
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