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Our idea of how to construct a user-centric onboarding flow is broken. Working backward from an a-ha moment, or forward from a list of actions to complete, doesn’t address the fact that users sign up for an app with varying levels of awareness of the problem.

How aware someone is of the problem you’re trying to solve affects:

  1. How quickly they can start finding success in your solution and 
  2. How you should help them get to their ‘personal promised land’, as Samuel Hulick puts it.

Customizing to expectation is not a new problem for anyone in SaaS. We think about awareness when we build landing pages and new features. Why not extend this thinking into constructing user onboarding flows as well?

Here’s how we’re experimenting with user awareness and onboarding at Chargebee.