Leave a comment

There are two parts to questions in user onboarding: what questions you ask and how you ask them. A good question does not equal a good ask. Let me explain. As we continue to figure out Chargebee’s user onboarding flow, there are three conditions at play in every discussion (like most B2B SaaS): we have a complex problem to solve, our solution is built for teams, and it impacts (and relies on, to some extent) the intricate tech ecosystem of a growing business. What these conditions mean is that we have to work questions into our user onboarding flow, no two ways about it. Whether we want to customize our app, sound more human, or just understand who’s coming to Chargebee a little better, we need user information. And just a first name and an email id, but vertical, function, team size, and intent. We’re talking to people—users, customers, mentors, each other—to figure out how to make sure these questions are good questions. What will make them good asks, though, depends on how we work them into our onboarding flow—from how much we can make them matter to users to how comfortable we can make users feel about answering them.

  • PH

    Pradyut Hande

    almost 2 years ago #

    Working in the Mobile Marketing space, effective and seamless user onboarding lays the foundation for greater app adoption. It isn't sufficient to merely ask for permissions pertaining to push notifications, location sharing, access to camera, etc. Apps have to clearly communicate the value first-time users stand to gain be enabling such permissions.

    • YK

      Yohann Kunders

      almost 2 years ago #

      Hey Pradyut, you're absolutely right, this is a lesson mobile apps learned the hard way. Answers to questions ought to be earned.

  • TC

    Tad Chef

    almost 2 years ago #

    Yeah, don't try to "f**k on the first date". Build a relationship first. Sadly most devs have no social skills so they just build what technology allows not what people want.