ProductCamp Dublin 2016 presentation. Learn about a few key focus areas to improve your onboarding flow and get users to sign up 4x faster!

1. The Effects of Good User
Onboarding
@dreasaezHead of Customer Success
ProdPad

2. • Born in London
• Based in Berlin, London, Brighton, Ljubljana
• Over +450 companies
• Over 5,000 active users
About ProdPad

3. The ProdPad Support
Team
Hi there!

4. Web Demos, Release Updates,
Community
Management,Technical Writing,
Help Center Management, Social
Media Support, Blogging, Sales,
Account Management,
Conferences, Face-to-Face Client
Meetings, QA and Mockups

5. Behind every successful product,
there are successful users
• Onboarding is about interaction and engagement
• Successful onboarding will determine if the user
stays, goes, or even worst.. they stay and end up
churning.
• Good user onboarding deflects the amount of time
Support is involved

6. Where do you start?
• Design
• Define
• Help

7. Design

8. Design
• Brainstorming: 30-second
mockups
• Picked out the elements and
behaviours
• Based on user experience

9. Define

10. Define
• Analysed product and business analytics
• Defined 3 key steps
• Provided value behind actions

12. Help

13. Help
• Self-service Help Center
• Easy to find
• Social Media
• Algolia smart search
• Reading: Help Center
• Interactive: Hotspots
• Videos: Masterclass
• One-on-one: Demos
• Self-directed experimentation
How people ask for help How people learn

14. Results

15. Trial-to-Subscription
Time
4x Faster!

16. Demos
How does it work? Let’s talk pricing!

17. Ticket Deflection
• Massive change in types of tickets - less how-to’s, more
sales oriented.
• Search terms and content adjustment

18. Thank you!