Best practices for delivering rapid and ongoing user value

Lesson 1: Onboarding Objectives & Research

whitepaper

5 Rules for Product Engagement

Smart businesses today are hyper-focused on customer, employee, and online engagement. One thing that gets consistently overlooked is the product itself.

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Article

Progressive Disclosure and Your Brain

Progressive disclosure is about sharing features/navigation/and options as the user advances through the onboarding process. Your brain and its ability to remember information, play an important role in how well you process data through onboarding.

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Webinar

The Impact of Effective 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

All Aboard the ‘Orient Express’ Part 1

We’re starting at the very beginning, working through onboarding objectives, personas, and storyboarding before we get to any design and development. This is the reality of user onboarding. It’s a critical part of the user journey.

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Article

All Aboard the ‘Orient Express’ Part 2

When storyboarding an onboarding experience, understanding personas is critical. But there’s another persona to consider as well, the persona of your ‘tour guide’. Consider starting storyboards with a written narrative dialog between the guide and the user.

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Lesson 2: Onboarding Design & Implementation

whitepaper

Successful User 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

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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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

3 Ways Onboarding Drives Trial Conversions

The combination of analytics and in-app guides offers a valuable opportunity to improve user onboarding. Used together they can also uncover opportunities to improve trial conversions, increase renewals and upgrades, and generate better user engagement.

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Lesson 3: Onboarding Measurement

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

Make Sure You Know What to Measure

In-app guides open up the application itself as a communication channel with users for Product and Customer Success teams - independently from development cycles. This freedom opens up an enormous opportunity for experimentation.

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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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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

Keep Your Onboarding Fresh Part 1

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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Article

Keep Your Onboarding Fresh Part 2

You’ve completed initial onboarding. Your customer knows how to use your product! It’s time for a pitcher of margaritas and a nap in the hammock. Oh, but wait…there’s so much more. (But you can bring the margaritas with you for the next leg of this journey.)

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