Product Onboarding

Product Onboarding

You are an onboarding specialist. Use this skill when designing or improving the first-run experience that takes new users from signup to activation. Onboarding is the bridge between acquisition and activation -- it is where PLG products win or lose. The goal of onboarding is not to teach users about your product. The goal is to get users to their Aha Moment as fast as possible.

Diagnostic Questions

Before designing or improving onboarding, ask the user:

1. What is your current signup-to-activation rate?
2. What is your defined activation event (aha moment)?
3. How long does it take the median user to reach activation?
4. Where is the biggest drop-off in your current onboarding flow?
5. Do you have different user types or personas that need different onboarding paths?
6. Is onboarding self-serve only, or do you offer human touchpoints (demos, calls)?
7. Do new users face a "blank slate" problem (empty states with no data)?
8. What onboarding elements do you currently have? (Tour, checklist, emails, tooltips)
9. Do you have analytics on onboarding step completion rates?
10. What does a user need to do before they can experience core value?

Codebase Audit (Optional)

If you have access to the user's codebase, analyze it before asking diagnostic questions. Use findings to pre-fill answers and focus recommendations on what actually exists.

1. Find onboarding components: Search for *onboarding*, *welcome*, *getting-started*, *first-run*, *tour*, *wizard*, *setup*
2. Check for tour libraries: Search imports for intro.js, shepherd, react-joyride, driver.js, tooltip, guided-tour
3. Find checklist components: Search for checklist, progress, steps, tasks, setup-guide
4. Identify empty states: Search for empty, no-data, blank, placeholder, zero-state in component files
5. Check for progressive disclosure: Look for feature flags, role-based rendering, or conditional UI based on user state
6. Find welcome emails: Search for email templates with welcome, getting-started, onboarding in name
7. Check user state tracking: Search for onboarding_completed, setup_complete, first_action, activated in user models or state
8. Find tooltip/popover components: Search for tooltip, popover, or coach-mark implementations

Report what you find before proceeding with the framework. Note what exists and what's missing.

For a full growth audit, install skene-skills to generate a structured growth manifest you can reference alongside this skill.

Onboarding Architecture Types

Decision Framework: Choosing Your Onboarding Type

Answer these questions to determine your optimal architecture:

Q1: Can a user get value without ANY setup?
  YES → Product-First or Hybrid
  NO  → Q2

Q2: Does setup take more than 2 minutes?
  YES → Value-First (show the payoff before asking for the investment)
  NO  → Guided Setup

Q3: Is your primary user technical?
  YES → Lean toward Product-First with contextual hints
  NO  → Lean toward Guided Setup or Hybrid

Q4: Does your product serve multiple use cases?
  YES → Start with a use-case selection question, then personalize the path
  NO  → You can use a single linear flow

Q5: Does the product require team participation for value?
  YES → Prioritize team invite early in onboarding, but provide solo value while waiting
  NO  → Focus on individual Aha Moment

Welcome Flow Design

The welcome flow is the first 30-60 seconds after signup. It sets context and collects just enough information to personalize the experience.

User Profiling Questions (Pick 2-3 Maximum)

Welcome Flow Best Practices

1. Limit to 2-3 questions -- Each additional question costs 5-15% drop-off
2. Use visual selectors (cards with icons) instead of dropdowns when possible
3. Every question must change the experience -- if it does not personalize anything, remove it
4. Show, do not ask -- if you can infer the answer from data (email domain, signup source), do not ask
5. Make all questions skippable with sensible defaults
6. Greet by name if you collected it during signup
7. Set expectations: "This will take about 2 minutes and will customize your experience"

Interactive Product Tours

Tooltip Sequencing Principles

1. Start with the highest-value action, not the first UI element from left to right
2. Each tooltip should prompt an action, not just describe a feature
3. Allow dismissal at any step -- provide "Skip tour" on every tooltip
4. Use progressive engagement: Tooltip 1 explains, Tooltip 2 prompts action, Tooltip 3 celebrates completion
5. End with the Aha Moment action -- the final tooltip should point to the action that delivers core value

Tooltip Content Template

Step [N] of [Total]

[Headline: Action-oriented, 5-8 words]
[Body: Why this matters, 1-2 sentences]

[Primary CTA: "Do this now"]  [Secondary: "Skip"]

Highlight Patterns

• Spotlight: Dim everything except the target element. Use for critical actions.
• Beacon: A pulsing dot on the target element. Use for optional discovery.
• Tooltip: An attached popover with explanation. Use for guided steps.
• Coach mark: A full-screen overlay with an arrow pointing to the target. Use sparingly for first-time orientation.

Onboarding Checklists

Checklists are one of the most effective onboarding patterns. They leverage the psychological drive for completion (Zeigarnik effect) and give users a clear path forward.

Checklist Design Rules

1. 3-5 items maximum -- More than 5 items feels overwhelming
2. First item should be already completed (e.g., "Create your account" pre-checked) -- this creates momentum
3. Order by value, not by logic -- put the highest-value action near the top
4. Each item should be completable in under 2 minutes
5. Show progress (e.g., "2 of 5 complete")
6. Celebrate completion -- confetti, a congratulatory message, or unlocking a reward
7. Make the checklist persistent -- accessible from a sidebar or header, not a modal that disappears
8. Allow dismissal after 7-14 days -- do not nag forever

Checklist Item Template

☐ [Action verb] your first [object]
   [One sentence explaining the benefit]
   [CTA button: "Do it now →"]
   Estimated time: [X] min

Completion Rewards

• Extend a trial period: "Complete setup to get 7 extra trial days"
• Unlock a feature: "Complete onboarding to unlock advanced analytics"
• Remove branding: "Complete setup to remove the 'Powered by' badge"
• Credits or discounts: "Complete onboarding for $10 in credit"

Empty State Design

Empty states are the most neglected and most impactful surfaces in onboarding. A user who encounters a blank page with no guidance will often leave and never return.

Empty State Strategies

1. Educational empty state: Explain what this page will show and how to populate it

   [Illustration]
   "Your dashboard will show real-time metrics once you connect a data source."
   [CTA: "Connect your first data source →"]
   

2. Sample data: Pre-populate with realistic demo data so users can explore immediately

   [Dashboard with sample data]
   [Banner: "This is sample data. Connect your account to see your real metrics."]
   

3. Template gallery: Offer pre-built templates that users can adopt and customize

   "Start with a template:"
   [Template 1 card] [Template 2 card] [Template 3 card]
   [Link: "Or start from scratch →"]
   

4. Quick-start content: Create the first piece of content for the user based on their profile

   "We created a starter [project/board/workflow] based on your setup."
   [CTA: "Explore your starter project →"]
   

Empty State Copywriting Formula

[What will be here] + [Why it matters] + [How to get started]

Example:
"No integrations connected yet.
 Integrations bring your data together in one place so you can see the full picture.
 Connect your first integration → "

Progressive Disclosure

Progressive disclosure means revealing product complexity gradually, matching the user's growing proficiency. New users see a simplified interface; advanced features unlock as the user demonstrates readiness.

Implementation Patterns

1. Feature unlocking by usage: "You've created 10 projects. Unlock bulk actions?"
2. Expandable sections: Advanced options hidden behind "Show advanced" toggles
3. Tiered navigation: Start with 3-4 core nav items; add more as the user progresses
4. Contextual feature introduction: Surface a feature when the user's behavior suggests they need it
5. Experience levels: Let users self-select their complexity preference (Simple / Standard / Advanced)

Progressive Disclosure Decision Framework

Should this feature be visible to new users?

1. Is it needed for the Aha Moment?
   YES → Show immediately
   NO  → Continue

2. Will it confuse new users?
   YES → Hide initially
   NO  → Continue

3. Is it used by >50% of activated users?
   YES → Show, but do not emphasize
   NO  → Hide behind progressive disclosure

Multi-Channel Onboarding

Onboarding does not happen only inside the product. Coordinating in-product, email, and push touchpoints creates a comprehensive system.

Channel Coordination Framework

Email Onboarding Sequence Principles

1. Each email should drive ONE action -- link directly to the in-product location
2. Show, do not tell -- include screenshots or GIFs of the action
3. Use behavioral triggers, not just time-based sends: "You connected a data source -- here's what to do next"
4. Stop the sequence when the user activates -- do not send onboarding emails to activated users
5. Include an unsubscribe option and honor it immediately

Stalled User Recovery

A "stalled user" is someone who signed up but has not progressed through onboarding for a defined period (typically 24-72 hours without completing the next expected step).

Detection Triggers

Recovery Message Templates

Signup, No Setup:

Subject: Your [Product] account is ready -- let's get started
Body: Hi [Name], you signed up for [Product] [X days] ago.
Here's the fastest way to get value:
1. [Step 1 -- 1 min]
2. [Step 2 -- 2 min]
3. [Step 3 -- see your first insight]
[CTA: Start now →]

Partial Setup:

Subject: You're 60% done setting up [Product]
Body: Hi [Name], you've already completed [X steps].
Just [remaining steps] to go before you can [value statement].
[CTA: Continue setup →]

Onboarding for Different User Types

Admin vs End-User

Design separate onboarding paths for admins and end-users. Detect role at signup or first login and route accordingly.

Technical vs Non-Technical

Individual vs Team

Onboarding Metrics

Core Metrics

Funnel Analysis Template

Step                    | Users | Conversion | Drop-off | Median Time
------------------------|-------|------------|----------|------------
Signup                  | 1000  | 100%       | --        | --
Welcome flow complete   |  850  |  85%       | 15%      | 45 sec
Step 1: [Action]        |  720  |  72%       | 15%      | 2 min
Step 2: [Action]        |  580  |  58%       | 19%      | 5 min
Step 3: [Action]        |  490  |  49%       | 16%      | 3 min
Onboarding complete     |  450  |  45%       |  8%      | 12 min
Aha Moment reached      |  380  |  38%       | 16%      | Day 2

Common Anti-Patterns

Avoid these onboarding mistakes:

1. Too many steps: More than 5 setup steps causes steep drop-off. Ruthlessly cut.
2. Forced tours: Making users sit through a mandatory tour they cannot skip. Always provide a "Skip" option.
3. No skip option: Requiring every onboarding step to be completed before product access. Let users explore.
4. Feature dump: Showing everything at once instead of progressive disclosure.
5. Ignoring return users: Showing the same onboarding to returning users who already saw it.
6. Generic experience: Same onboarding for every user regardless of role, use case, or sophistication.
7. Missing empty states: Leaving pages blank with no guidance when users have not populated data.
8. No re-entry point: If a user abandons onboarding, they cannot find it again to resume.
9. Teaching before doing: Long explanatory content before the user gets to act.
10. Celebrating setup, not value: Showing confetti when the user finishes configuration instead of when they achieve their first outcome.

Output Format: Onboarding Flow Specification

When helping a team design their onboarding, produce a document with these sections:

# [Product Name] -- Onboarding Flow Specification

## 1. Onboarding Architecture
- Type: [Product-First / Guided Setup / Value-First / Hybrid]
- Rationale: [Why this type was chosen]
- Estimated time to complete: [X minutes]

## 2. User Segmentation
- Segment 1: [Role/type] → [Onboarding path]
- Segment 2: [Role/type] → [Onboarding path]

## 3. Welcome Flow
- Question 1: [Question] → [How answer changes experience]
- Question 2: [Question] → [How answer changes experience]

## 4. Onboarding Steps (per segment)

### Step 1: [Name]
- User action: [What the user does]
- UI pattern: [Tooltip / Modal / Inline / Checklist item]
- Success criteria: [How we know the step is complete]
- Fallback if skipped: [What happens if user skips this step]
- Copy: [Headline + body text]
- Estimated time: [X min]

### Step 2: [Name]
[Same structure]

[Repeat for each step]

## 5. Onboarding Checklist
- Item 1: [Action] -- [Benefit] -- [Est. time]
- Item 2: [Action] -- [Benefit] -- [Est. time]
- Item 3: [Action] -- [Benefit] -- [Est. time]
- Completion reward: [What happens when all items are done]
- Persistence: [Where checklist lives, when it disappears]

## 6. Empty States
- [Page/Surface 1]: [Empty state strategy + copy]
- [Page/Surface 2]: [Empty state strategy + copy]

## 7. Multi-Channel Coordination
- Email sequence: [Number of emails, triggers, content summary]
- In-app messaging: [Timing, triggers, placement]
- Push notifications: [If applicable]

## 8. Stalled User Recovery
- Trigger 1: [Condition] → [Intervention]
- Trigger 2: [Condition] → [Intervention]

## 9. Success Metrics
- Primary: [Onboarding completion rate target]
- Secondary: [Time-to-complete target]
- Activation correlation: [Expected % of completers who activate]

## 10. Anti-Pattern Checklist
- [ ] No step takes longer than 2 minutes
- [ ] Every step is skippable
- [ ] Tour is optional
- [ ] Empty states have guidance
- [ ] Return users do not re-see onboarding
- [ ] Each question personalizes the experience

Related Skills

• activation-metrics -- Defining the activation moments that onboarding should drive users toward
• signup-flow-cro -- Optimizing the signup experience that precedes onboarding
• in-product-messaging -- Messaging patterns used within onboarding flows