Why the User Onboarding Experience Matters

Whether you’re a business that is launching a new mobile app, expanding an existing product, or integrating a unique platform to increase efficiency and productivity, it is important to assess the user perspective. Before looking at the new features, integrations or cool UI designs, it’s important to step back and ask yourself who would be using this tool or platform. Do they understand the company goals? What is the vision we are trying to achieve? What are the short and long-term goals of this tool? The solution lies in improving the user onboarding experience.

The User and Their Challenge

Bottom line, if your user doesn’t understand what you’re trying to change or improve, most likely they are not going to adopt new tools or technologies.

People often resist change, and in today’s fast-changing world, people need to evolve and be able to adapt, including new technologies. The good ol’ days where being efficient at a particular task are gone. New technologies and tools are emerging every day, and people need to be flexible, resilient and creative with their skills in order to keep up with competition.

The Onboarding Process

Google “types of onboarding UX” (short for user experience). You will see numerous pieces on finding the perfect recipe to onboard your users into a new platform. There are many theories, tips, and examples of how big tech companies have done, re-done and continue to do their on boarding processes. However, every business is different. The reality of your objective is to make the transition as quickly as possible from a standard onboarding user, to a core user. Your objective is to help make your user adapt and be proficient at their new tool as soon as possible.

“By implementing UX strategies, we can effectively improve how a company engages with its customers and interacts with its website via any device or application. This applies both to internal and external operations with companies seeing increased sales, lower cost of customer acquisition, increased customer retention, more market share and less training costs.”

Retrieved from: The Bottom Line: Why Good UX Design Means Better Business

– Goran Paunovic

The Dropbox Business Use Case

Tech companies spend millions of dollars a year understanding how to capture and retain users. They are constantly looking for new attractive ways to implement the onboarding to core user transformation. Take Dropbox as an example. Their onboard to core user process can be broken down accordingly:

Sign Up:

Dropbox obtains your information and even offers help if you have any questions during the sign-up process.

User Onboarding

Account Setup:

The next steps guide you to set up your account and to invite more users to use the platform.

Platform Training:

A quick tutorial of the main tools you will be using in the platform.

Collaboration Training:

Another quick tutorial on how to collaborate with your colleagues or teams.

User Onboarding

Second Setup:

The next steps help you to set up your computer to collaborate.

User Onboarding


One of the two files you see on your dashboard is documentation on how to use the platform.

Training on the New Product:

The second document guides the user to train on their new product called “Paper”.

This process takes the user about 10 minutes, it gives you an overview on how their platform works, the collaboration tools offered and the new products they are rolling out. At Smartbridge, we understand the importance of improving your business, and we are constantly striving to create digital solutions that have your business in mind, as well the people that will be using it. We understand the importance of streamlining your workflows, striving to make decision making more effective, and improving collaboration within your organization.

Field Mobile Case Study

Take one of our mobile accelerators as an example of the “Smartbridge way” of doing things.

Field Mobile was developed to transform the way that field technicians process work orders. this involved getting the data they need through a user-friendly application that can be used online and offline. Field Mobile was specifically designed for field operations where access to data is crucial to perform a repair, or report an update about a completed work order.

On-boarding to Core User

After getting their account set up by the administrator, the user can intuitively see all the features and tools available to them by looking at the main screen. Even though we have no onboarding tutorials as Dropbox does, the application features a clean user-interface that allows field technicians to understand the functionality and capacity of the mobile app.

User Onboarding

Through a positive user experience, the app itself is designed to have core users within minutes of using the app, allowing them to be more productive and efficient right away. Even though the app features having a complex integration to Oracle JD Edwards, UX efficiency is still achieved.

User Onboarding

The Time to Transition is NOW

Improving the user onboarding experience within your organizational structure is imperative. As new tools emerge, and digital transformation continues to push the limits of standard operating procedures, solution providers must build on their user experience focus.

Looking to Improve your User Experience?

At the base of our digital transformation initiative lies the focus of helping our clients achieve more efficient user qualities. Learn more about the depth of our digital transformation services, and how we can provide solutions in your industry.

Smartbridge Digital Transformation Services
By |2018-11-14T15:05:52+00:00October 3, 2018|Categories: Strategy, Development|

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