Main thoughts from the meeting

  • People are using various ways for onboarding as there is no unified solution for all customers. Knowledge centre, product tours, academies, use cases for different customer segments, a wider spectrum of educational materials needed. 
  • The ability to add material of any type is important (pdf, video, quiz).  Product tours with basic knowledge, e.g. how to change the password, seems obvious but still necessary for customers
  • Accommodation of different user types and tackling both motivation and learning at different stages of onboarding. The process implies different levels of motivation from customers. 
  • Learning about customers first is a starting point in creating personalized flows of learning. Offering a quiz to learn about customer preferences is a way to implement it. 
  • Learning should be given in small pieces and offered during the flow of work based on the user's actions. 
Mark Finished