A better software onboarding experience
Here at Day One, we understand the importance of designing a software onboarding experience that helps you convert your hard-won product awareness into active users and paying customers. We do this by combining unique expertise in learning psychology and tech to create solutions that make training faster and more effective.
The reality of churn
It’s all too common to think that a great product will speak for itself once a user gets to experience the features and benefits during a free trial or in a demo version. The problem is – that experience usually never happens.
Over the last decade, numerous studies have shown that most IT projects fail, and this frustrating fact extends to software adoption and user retention.
The failings are rarely in the solutions themselves, but in the implementation, training and subsequent user adoption.
All business software is designed to save us time and effort – and most do. However, every new product has a learning curve, so we’re constantly asking ourselves – will this be worth it?
Software companies need their new users to go from that uncertainty to a ‘yes’ quickly, so that they are not just another churn statistic.
Successful software onboarding
We’ve helped a wide range of clients, including some of the world’s best-known brands, to help their users get to grips with new software and internal systems. This has led to greatly improved learning outcomes and reduced time to competency.
When it comes to starting a free trial or demo version of a new software product, you’ll often be given some useful intro guides, perhaps a video – or even a video series – but you’re then left to get on with it, relying on FAQs to fall back on if you get stuck.
We create interactive, scenario-based training that can take your software engagement and customer retention to a new level.
There are many good external solutions out there to help managers create helpful walkthroughs and well-placed info hotspots to embed within their team’s software training experience.
However, as a software company, you don’t want the success of your product to be dictated by how well 3rd party apps and their users perform.
We can work with you to identify the most likely usage scenarios and patterns, creating in-product training for the working context of your ideal customers.
And we can do this for even the most complex of systems and user needs.
For example, when Lloyds Bank acquired HBOS in Europe’s largest ever finance merger, they brought us in to create training simulations to support users of the new, unified customer service software. Training thousands of staff, at speed, to help support over 25 million customers without disruption was high pressure indeed – not a problem though…