Author: Anna

User onboarding helps ease users into a new product—showcasing how a product works and demonstrating its value. It’s what creates a user’s first impression of your product—and your brand—so it has to be impeccable. 

Thanks to the seamless onboarding experiences delivered by Facebook, Netflix, Instagram, Amazon and Google, user expectations are high— which means smaller companies have to be on par with these standards of usability. Research has shown that users become less and less forgiving when it comes to clunky product interactions. 

One study showed that 49% of users would switch to a competitor due to a poor user experience—whereas back in 2017 only 32% of users would do so. Remarkably, only 17% of consumers experiencing a problem with a digital service are likely to contact the service provider for help in the first instance. This means that 4 in 5 customers will experience problems with digital services without notifying you, and giving you a chance to put things right. 

If you’re part of a technical content development team, you’ll probably recognize this problem.

You work relentlessly on your help center, self-service, and documentation content—making sure that the content is relevant, accurate, up-to-date, and matches the way your users interact with your product. The content you produce is a vital part of the customer journey, however, more often than not, you don’t interact directly with customers.

That means you rely on customer success teams to get feedback on the content you produce. As a result, you have to deal with: