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01 / Challenge

Slow Onboarding

When discussing goals with startup CEOs, the number one priority is scaling, or sometimes in other words “we want more users”, “higher engagement” or “more product-led growth”. This is oftentimes set back by the first hurdle in the software - the onboarding process.

What's slowing you down?

When you are not bootstrapping, the way to be profitable is by figuring out how to increase your most important metrics. And reducing the time to get potential users from interested leads to paying customers is essential for growth. But what slowed down this process? A lengthy onboarding process starts shaping as the number of features in your software expands and grows in complexity. Especially if your users are not the same early adopters anymore and you focus more on customer success and sales than on actual users.

For Flexmail, we reduced the onboarding time from months to days by removing tedious manual processes and making it more self-service for potential users. Read more about these onboarding improvements and how we did so.

Signs of a slow onboarding

If you answered yes to any of these questions, it's time to improve the onboarding. 

  • 01 / Symptom

    Do you get a lot of support questions?

    Does your support team get asked a lot about how to use certain features or configure certain settings? Are there a lot of questions on “How can we do action X/Y/Z?”

  • 02 / Symptom

    Is there a lot of pressure on your Customer Success team?

    Does your customer success team have to take a lot of manual actions and guide your users through the process? Do they have to update documentation every week because your software changed again?

  • 03 / Symptom

    Does you sales team stuck on explaining the software?

    Do you spend weeks (or months) on winning a new deal? Not because you’re competing with others but because the client is unable to understand your software and start using it from the get-go?

We have some thoughts on how to change that!

We even created a video on how you can take onboarding manners into your own hands. 👇

To summarise the video in a nutshell, here are what we can do to help: 

  • 01 / Services

    Gather feedback

    Through research into user persona and feedback from existing customers, we need to first figure out what's causing the friction in the experience and what's slowing down the process of onboarding.

  • 02 / Services

    Improve the UX

    Once we've identified the detailed issues, we can improve the UX design to remove the friction. One effective improvement to simplify the flow is to move communication outside of the interface (e.g. e-mails or notifications).

  • 03 / Services

    Test, measure and improve

    Once we have the new user flow, it's important to test it with users again and measure it against the success metrics we aim to reach. It's never one thing that fixes all, many iterations and improvements might be needed until we reach our target.


I'm Hannes

Captain & Design lead

If you’re drowning in client requests, complex prioritisation exercises and interface patterns, let us know. We’ll come and save your soul!