2022年9月6日

山姆·德布鲁尔(Sam DeBrule)是Heyday的联合创始人兼营销主管。Heyday是一款人工智能研究助手，可以帮助你记住更多所学知识。无论你是在初创公司的早期阶段构建产品，还是在大公司对已经构建好的产品进行微调，都有一个简单的过程可以帮助你改善入职体验。我们通过改变我们的入职流程，将Heyday的客户流失率从8.5%降低到3.3%。以下是你可以遵循的步骤，以及我们自己的入职经验。流失率下降了近三倍，从8.3%降至3.3%。让用户在没有指导的情况下试用你的产品通过Zoom让每个新用户试用几个月后，我和我的联合创始人萨米尔·拉赫曼(Samiur Rahman)退出了这个过程。我们在没有演示、零产品上线和一封教育邮件的情况下，就将用户吸引到我们的产品中。结果是:一场灾难。用户粘性下降，流失率飙升。并非所有的摩擦都是不好的。 It’s worth adding friction to your process if it helps a user experience your aha! moment. When we surveyed users to learn why they stopped using our product, they would respond with something along the lines of, “I stopped using it because I didn’t see the benefit.” Observe users to identify friction and aha! moments Don’t wait to release your product. It is ready to be shipped as soon as you can get feedback on it. Through observation, you’ll learn what users really need to experience the value of your product. I reinserted myself into our onboarding flow via a Zoom call. Rather than walk users through the product, this time I sat there silently and watched as they got started. I witnessed a lot of confusion, moderate frustration and a few smiles. After 20 or so observations, we identified the common roadblocks that got in the way of our users. We walked away with a list of goals for our future onboarding experience. Checklist of goals for optimizing onboarding. Image Credits: Heyday