Happy Birthday, Clippy

It’s Clippy’s birthday!

On November 19, 1996, Microsoft announced the release of Office 97, and the famously overzealous paperclip assistant was born. Here’s just a little bit about Clippy (full name: Clippit) and it’s relationship to onboarding.

Continue reading

From “user education” to “product education”

There’s a term used in the product development world that has started to make me cringe, even though I know I’ve used it before. It’s unavoidable if you work on any experience that even remotely touches user onboarding. But it can have a negative impact on human-centered product design. The offending term? “User education.” 

Continue reading

The intersection of UX and brain-computer interfaces

I’m a User Experience (UX) designer, and I happen to have a penchant for the user onboarding side of it. All UX professionals are onboarding designers, in a way. That’s because UX design involves closing the gap between systems, services, and the humans that use them through thoughtful design of virtual and physical interfaces. Good UX designers work hard to minimize how much time people have to spend on learning and using interfaces, trying to make them as intuitive as possible. This is no small feat given how every new user brings a unique set of mental models with them, and how limited current technologies are in providing perfectly individualized personalisation.

Now let’s shift to the neurotechnology industry; specifically, brain computer interfaces (BCIs). BCIs use sensors, which can range from non-invasive to invasive, to “measure brain activity, extract features from that activity, and convert those features into outputs that replace, restore, enhance, supplement, or improve human functions” (ScienceDirect). That definition can bring up ideas from sci-fi stories like The MatrixUpload, or Altered Carbon, where characters can download expertise, control machines with their minds, and do other superhuman things.

But alongside these ideas, I worry that a question may also be forming in people’s minds: “Do we need the discipline of UX design to close the gap between humans and systems if we have direct-to-brain interfacing?”

Continue reading

Better [B2B] Onboarding

I frequently get asked if onboarding needs to be done differently for products in the enterprise or B2B spaces, so thankfully the folks over at GrowthDesigners.co gave me a space to answer that question. Spoiler: the principles that underpin good onboarding apply to all kinds of products, just like the principles of good product design don’t change just because the audience changes, but there are some specific considerations for the B2B space.

Read on GrowthDesigners.co

An onboarding reading list

Over the years, I’ve encountered a variety of posts, books, papers, and talks that have expanded my thinking about what goes into good user onboarding. That’s because user onboarding is a blend of many educational, behavioral, human resources, design, and business practices, rather than a separate instance of design.

Continue reading

When “explicit” onboarding isn’t the right choice

I recently downloaded a calculator app. This app greeted me with a series of first-run tooltips explaining various parts of the app. It was an example of an “explicit” first-run experience—when guidance is provided on temporary layers or in one-off flows—that was unnecessary. Let’s quickly run through some of the issues with applying an explicit educational approach to this calculator app, in the hope it can help you decide if implementing an “explicit” onboarding experience for your new users is the right way to go.

Continue reading

What other product folks said about user onboarding

Over the last few months, I asked different people who work on products in services, in a variety of industries, to share their perspectives on user onboarding. While I’ve heard from many people over the years, I wanted to ask a few pointed questions. Via questionnaires and interviews, 48 people* shared with me the challenges they faced in trying to create a good user onboarding experience, the goals they felt user onboarding needed to achieve, and how they defined the scope of it. My goal was to understand the range of perspectives different people have about user onboarding, and find common themes. In the spirit of sharing, this post is a lightweight recap of what stuck out most from these conversations (and I’d love to hear if your perspective is similar or different!).

Continue reading

Bookending with good beginnings & ends

This piece was written together with Joe Macleod and also published as part of UXLX 2020.

When we design products and services, we focus a lot on the core user experience, or what we envision seasoned users to be doing day to day. But a good product or service will be bookended by a strong beginning, and a strong end.

Continue reading

User education as Pokemon evos

When people think of user education in products, they’re often thinking of certain set of UI patterns. In some cases, these patterns can be helpful. But, in most other cases, the patterns are overused and applied inappropriately to many situations. They quickly become anti-patterns.

I’ve illustrated that slippery slope by drawing these “patterns” as if they were Pokemon evolutions. You know, when a seemingly harmless pattern can turn into a formidable beast.

Continue reading

In-product COVID guidance & messaging

This is a time when we’re seeing thousands of products and services trying to give users guidance about a single community issue: Coronavirus, or COVID-19. I’ve included a few brief considerations for designing this kind of in-app messaging, along with examples.

A collage of multiple in-app messages about COVID-19

Continue reading

Plotters, pantsers, and user onboarding

Illustration of one person making a single list of steps, and another making a wild, messy drawing of multiple paths

The final season of the fantasy TV series Game of Thrones, which aired recently, was panned for its tonal shift from prior seasons. The audience blamed the show writers for pacing and action that seemed contrary to the character arcs developed in George RR Martin’s books. There were many arguments and discussions about what the true cause was, but one particular critique from a Twitter user caught my eye. The author describes how differences between “plotters” and “pantsers,” two writer archetypes, could have been at the heart of the issue. And I realized it reflects how differences in our approaches to designing user onboarding can affect the user experience.

Continue reading

Onboarding people to AI experiences

With artificial intelligence and its many variants becoming core parts of our products, we need to think about how to onboard users to automated experiences. The principles that underpin good user onboarding for AI aren’t that different from the principles that underpin good user onboarding for anything else. But, because of the unpredictable nature of AI, we must embrace interactive, multi-part guidance more than ever before, instead of the information-heavy approaches that still dominate onboarding for traditional products today.

Sketch of a person being carried by a conveyor belt as they flick on switches.

Continue reading

Onboarding and the active user paradox

Illustration showing a user happily running far ahead of a tutorial, which is chasing them

“New users aren’t discovering our features. Can we make them watch a video or do a tutorial before they get started?”

This is a question I’ve heard many variations of throughout my career. Chances are, if you work in product design, you’ve heard it too.

Continue reading

Storyboarding for workshops

My process for designing workshops is never the same from one event to the next. But one thing I frequently include is storyboarding. I took some notes on why and how I storyboarded for a recent workshop, “Creating a user onboarding compass,” in the hopes that you may find it helpful in your own process.

A photograph of various storyboard panels created for a workshop called "Creating a user onboarding compass"

Continue reading

Key action storyboarding

User onboarding is a journey made up of multiple activities, not a single, linear flow. Onboarding should align guidance independently around each of the “key actions” of its experience so that newcomers can interact with them at the pace and in the order that makes sense for their different situations.

Continue reading

Free salt brushes for Procreate

An image showing 6 swatches of salt brush textures

I’ve long tried to use iPad drawing apps, like Procreate or Photoshop, to simulate my traditional watercolor painting work. And with Procreate 4’s introduction of wet canvas + brush dynamics, an Apple Pencil, and a set of lovely, free watercolor brushes from Abbie at Uproot Jewellery, I’ve been thrilled at how close I can get to the real thing. The only thing missing has been a good set of salt brushes (I use a lot of salt in my paintings to simulate textures like dense fields of coral), so I created 6 of my own. And now you can use them, too!

Continue reading

Onboarding for many

In an earlier post, I covered how onboarding is more than just a one-time event in a customer’s journey. In this post, I’ll be making the case for applying more than one onboarding method. Just as students will fail to learn if taught with a one-size-fits-all approach, trying to onboard every user in the same way is bound to fail.

Illustration showing too many people being forced to use a one size onboarding technique, represented by a large box with legs buckling under the weight of all those people.
One-size-fits-all onboarding experiences rarely carry all of our new users.

Continue reading

Using 3rd-party screenshots in a presentation

Instructional presentations in the design and tech world often benefit when they include examples outside of a speaker’s own work. If you’re a presenter or working towards being one, chances are you’ve realized how helpful 3rd-party screenshots and recordings can be in illustrating a point, and how easy they are to capture from sites and apps. You were probably trained to get permission before adding 3rd-party music, photos, and other creative works that aren’t already in the public domain or under an open-sharing license like the Creative Commons copyright license in your slides. But, have you considered doing the same for screenshots and screen recordings?

Continue reading

Post navigation