Pingdom onboarding
A onboarding is an ongoing task for the user. It starts when they first sign up, and continue throughout the product+user lifespan. It might be onboarding to new features, or being assisted in the users journey from novice to pro within the world of your product.
In Pingdom we knew our onboarding was performing poorly, and wanted to do something about it. We focused on the part of the onboarding where a user log in for the first time to our universe. Stats were showing that we had a substantial amount of users logging in once, and never returning.
Even though we knew that Pingdom is a service where you can actually gain value by setting up and never logging in again, we wanted to improve the users first steps in our product to see if we could lower those numbers.
We conducted a Customer Journey map based on our current 3 personas and alongside different parts of our office, Support, Sales, Stakeholders, SRE we reached a few key points to improve.
Studies show that the faster a user can reach their first success within a new product, the more likely they will be to continue using the product. For each Persona, this became our number one goal with the redesign.
Result
A simple intuitive onboarding that guided the user through it’s initial steps into the world of Pingdom. Where we explained different features to them and helped them understand why they should care about page speed, or login flows, or the uptime of their check out page. We help them validate that what they just did was set up in a correct way by sending Test alerts to their contact methods added.
We managed to lower the trial-to-dead numbers, and received a bunch of positive feedback on twitter from happy customers.
