Customer onboarding does not have to be complex or complicated. The AARRR (Acquisition, Activation, Retention, Referral, Revenue) framework for customer lifecycle is excellent. Still, it can be overwhelming for some Product Managers.
Here is a model that is derived from my practical experience yet has the basic essence of the AARRR framework. I have found it very practical and easy to implement across various products.
1. Simple | Cut the Clutter
The 3S Model — Simple, Speedy, and Satisfactory.
UserTesting survey has revealed that 80% of users abandon onboarding if it is too complex.
Quick Fix: Remove any unnecessary steps. Keep it clean. Keep it simple.
Example: Dropbox streamlined their onboarding process by reducing steps from 10 to 3. That resulted in a 10% uplift in user completion rate.
2. Speedy | Time is Money
Appcues shows that a user who reaches the ‘Aha moment’ within 24 hours is 60% more likely to stick around.
Quick Fix: Deliver the core benefit of your product as fast as possible.
Example: Instagram quickly guides new users to post a photo or follow a friend, realizing the core value — social interaction – within minutes.
3. Satisfactory | Be There
Zendesk says 40% of customers become more loyal after their first experience.
Quick Fix: Integrate real-time value addition after the onboarding process. Make it easy. Make it satisfactory.
Example: Spotify offers instant playlists tailored to your taste, ensuring you have a satisfactory first-time experience.
What Can You Do Right Now?
- Review your current onboarding process. Streamline it to make it Simple.
- Reorganize the flow to make the value realization Speedy.
- Add real-time value addition to make it Satisfactory.
Try it out! Let us make the onboarding experience better for everyone!