An Award-winning Onboarding Course of Case Research Studies

The notion of onboarding is all about serving to customers rapidly and simply discover worth in your providing. Pace and ease of use are equally vital as a result of customers may lose curiosity if going by means of an onboarding takes extra time or is extra difficult than what they anticipated. Pace and ease of use are additionally relative to an individual’s standpoint: a salesman can have vastly totally different expectations for an onboarding than a developer.

A well-constructed onboarding course of boosts engagement, improves product adoption, will increase conversion charges, and educates customers a few product. Optimizing the onboarding expertise is a journey. It is best to have a plan however be agile, using processes and instruments to garner suggestions from goal customers in a bid to consistently enhance.

On this article, we’ll stroll you thru how we developed the onboarding processes for platformOS from the very starting. It is possible for you to to observe how we carried out consumer expertise analysis, how our onboarding has modified over time, what assumptions we made, and the way we adjusted them. We are going to speak about all of the instruments we used as examples, however the identical processes will be applied with all kinds of different instruments. You’re going to get sensible examples and a whole overview of how we constructed our onboarding, with insights into UX analysis and the specifics of working with totally different viewers segments.

Our viewers has at all times mixed technical folks with numerous ranges of programming expertise, and non-technical individuals who come to our docs to judge if platformOS could be a superb match for his or her tasks like Undertaking Homeowners, Enterprise Analysts, and Undertaking Managers. As a result of our fundamental target market is split into totally different segments, additionally, you will get a glimpse of the processes we developed for our documentation, developer training, and developer relations.

Problem: Onboarding For Totally different Goal Audiences

platformOS is a model-based software improvement platform aimed toward front-end builders and website builders automating infrastructure provisioning and DevOps.

DevOps is a mixture of improvement methodologies, practices, and instruments that allow groups to evolve and enhance merchandise at a sooner tempo to higher serve their prospects and compete extra successfully available in the market. Underneath a DevOps mannequin, improvement and operations groups are merged right into a single workforce the place the engineers work throughout your entire software lifecycle, from improvement and check to deployment to operations.

Our fundamental target market is builders, and the muse for his or her onboarding, training, and assist is our developer portal — however our onboarding has to cater to different target market segments as effectively.

Defining Our Goal Viewers Segments

We outlined our target market throughout the discovery section of the Design Pondering course of that we used to plan our developer portal. Since then, now we have continuously revalidated the outcomes to see if we’re heading in the right direction as a result of we wish to ensure that we perceive the individuals who can be utilizing our product, and what motivates them. We additionally know that within the lifecycle of a product this viewers can change on account of product positioning, and the way effectively we will tackle their wants.

Our target market at present has 4 segments:

  • Skilled builders,
  • Junior builders,
  • Company Proprietor, Gross sales/Advertising and marketing,
  • PM, Enterprise Analyst.

Consumer Base Shifts

We created the primary target market map once we began planning our developer portal. Within the discovery section, we mapped out 4 proto-personas that coated the next segments: Skilled Builders, Junior Builders, Web site Builders, and Market Homeowners.

We revalidated these outcomes a 12 months later, and we realized that our viewers had shifted a bit.

  • The Skilled Builders and the Junior Builders stayed as the principle goal audiences. Nevertheless, we collected new information associated to the wants of the junior devs. They wanted extra element to have the ability to perceive and begin working with the product. This new data helped us specify their consumer journey.
  • At this level, the Web site Builders had been the smallest group. We recognized we wanted to deal with the wants of the builders group first, creating a powerful basis to assist website builders within the platform.
  • The non-technical section shifted on the way in which. The Market Homeowners section was divided into two separate audiences: the Company Homeowners, who’ve a gross sales and advertising background, and the Enterprise Analysts, who’ve an enterprise background in enterprise administration or transformation — a brand new viewers who began to point out curiosity in our product.

Alongside the way in which, we had been capable of specify the wants of those audiences in additional element. These particulars helped with the prioritization of the onboarding duties and stored our deal with the wants of the viewers.

Defining Entry Factors For Goal Viewers Segments

Attending to know the wants of the target market segments supplied steering for figuring out the entry factors to the product.

  • The Company Homeowners’ key purpose is to work on a number of internet tasks that they host and handle on the platform. They gained’t work on the platform themselves, however they wish to know the standing and the progress of the platform with out worrying about DevOps. They should see the enterprise perspective, the safety, and that they’re a part of a dependable ecosystem with a useful neighborhood round with out diving deep into the technical a part of the product.
  • The Enterprise Analysts’ purpose is to determine answer suppliers for his or her particular enterprise issues. They should discover a long-term answer that matches with their use case, is scalable, and provides them the likelihood for straightforward analysis that reveals the important thing enterprise values in motion.
  • The Junior Builders’ purpose is to be taught the fundamentals with out a lot problem, beneath the steering of skilled neighborhood members. They want clear technical communication on how you can arrange a dev setting and how you can troubleshoot widespread errors.
  • The Skilled Builders’ purpose is to discover a answer that’s dependable and versatile sufficient for all their mission wants and on the identical time offers good efficiency. They want to have the ability to consider rapidly if it’s a superb match, then see how their mission may work on the platform. In addition they must see that the platform has a future with a stable neighborhood behind it.

All segments wanted an actionable onboarding the place they will work together with the product (and interact with the neighborhood) based mostly on their stage of technical information.

  • Within the non-technical journey, customers can go from the 1-click route that takes them by means of registering on the Associate Portal to making a demo website and putting in the weblog module by clicking by means of a setup wizard.
  • Within the semi-technical journey, customers can create a sandbox through which they will experiment by cloning a demo website from our GitHub repository, and so they even have the choice to undergo our “Howdy, World!” information.
  • Within the technical journey, customers can observe a extra advanced tutorial that walks them by means of the steps of creating an app on platformOS from organising their improvement setting to deploying and testing their completed app. It explains primary ideas, the principle constructing blocks, and the logic behind platformOS, whereas additionally giving some suggestions on the workflow.

How We Approached The Problem: Strategies And Instruments

We adopted numerous strategies to sort out totally different features of the principle problem. We chosen a Design course of to observe, used many various consumer analysis strategies to gather insights and suggestions from our customers, selected a framework for our editorial workflow and technical implementation that would work effectively for our Agile, iterative course of and our target market, and went with an method for content material manufacturing that allowed neighborhood members to contribute early on.

Design Pondering

Due to the strategic function our developer portal performs within the adoption and use of our product, we wished to make use of a artistic design course of that solves conventional enterprise issues with an open mindset.

Our purpose was to:

  • assist our neighborhood to have the ability to use our documentation website for his or her wants as early as doable;
  • measure consumer wants and iterate the product based mostly on the suggestions;
  • preserve the long-term consumer and enterprise objectives in thoughts and take a step nearer with every iteration.

We discovered the Design Pondering framework an ideal match as a result of it’s a user-centric method that focuses on problem-solving whereas fostering innovation.

We adopted the levels of the design pondering course of:

  • Empathize
    At first, we explored our viewers, our documentation wants, and current and lacking content material by means of in-depth interviews and workshops.
  • Outline
    Then, we outlined personas and our Content material Stock.
  • Ideate
    We shared our concepts for content material and options by means of a Card Sorting train.
  • Prototype
    Based mostly on our findings, we created a sitemap and prioritized content material wants, and created layouts and wireframes. Content material manufacturing began based mostly on the outcomes of our discovery section.
  • Check
    We adopted an iterative, Docs as Code method: at every stage, we work with fast suggestions rounds, deploy typically, and enhance options and content material based mostly on suggestions from actual customers.

Consumer Analysis

Within the lifetime of a product, every improvement stage has a becoming UX analysis methodology that we will use, relying on the enterprise plans, time constraints, stage of product/function, and the present considerations.

Within the final three years we used the next strategies:

  • Interviews
    We met with customers, gross sales, and assist individuals to debate in-depth what the participant skilled about numerous subjects.
  • Distant Usability Testing
    We requested potential or present customers of the product to finish a set of duties throughout this course of, and we noticed their conduct to outline the usability of the product. We used two sorts of distant usability testing:

    • Moderated: We performed the analysis remotely through screen-sharing software program, and the contributors joined in from their common work setting. This method is advantageous when analyzing advanced duties — the place real-time interplay and questioning with contributors are important.
    • Unmoderated: We despatched duties for customers to finish in their very own time. As moderators aren’t current, we measured much less advanced duties and targeted on the general stage of satisfaction they skilled when interfacing with the product.
  • Card Sorting
    A quantitative or qualitative methodology, the place we ask customers to arrange objects into teams and assign classes to every group. This course of makes it doable to replicate the customers’ psychological mannequin on the structure.
  • Tree exams
    We used tree exams to validate the logic of the used data structure. We gave customers a job to search out sure parts within the navigation construction and requested them to speak about the place they’d go subsequent to perform the duty.
  • Surveys, Questionnaires
    We used questionnaires and surveys to collect a considerable amount of details about a subject. This quantitative information may also help us have a greater understanding of particular subjects that we will additional analysis to grasp what motivates customers.
  • Analytics evaluation
    We used website analytics to collect quantitative information about utilization patterns and determine doable move breaks. Based mostly on the information we both mounted the issue or if wanted, we additional examined with usability analysis.

Docs As Code And CI/CD

We engaged our customers in an Agile and iterative course of proper from the start discovery section. This ensured that we had been capable of check and validate all of our assumptions, and rapidly make modifications if wanted. As our inside workforce members and our neighborhood contributors are distributed, we wanted a workflow that made it doable to collaborate on adjustments, giant or small, remotely. Consequently, we wanted a sturdy method to model management accommodating authors, reviewers, and editors all engaged on content material concurrently. As we wished to encourage builders to contribute, we wanted a framework that they’re conversant in. We additionally wished to make our documentation open-source, in order that anybody may duplicate and reuse it for their very own tasks. Based mostly on these necessities, we determined to observe the Docs as Code method.

Documentation as Code or Docs as Code refers to a philosophy of writing documentation with the identical instruments as software program coding. This implies following the identical workflows as improvement groups, together with being built-in into the product workforce. It allows a tradition the place writers and builders each really feel they’ve possession of the documentation and work collectively to purpose for the very best final result. In our case, we didn’t solely have writers and builders engaged on our onboarding but in addition UX researchers, account and mission managers, and naturally, a variety of customers in various roles.

Our documentation is in a separate repository on GitHub. We’ve got a central department, and we work domestically in a devoted department, then we ship pull requests for evaluation to be merged into the principle department. To preview docs, we use our personal staging website which is a precise copy of the reside documentation website.

As soon as we settle for adjustments, we take steps to push them reside virtually instantly. To keep up the integrity of the location throughout this course of, we observe the observe of steady integration and steady deployment (CI/CD). We run check scripts routinely and deploy the codebase to staging. If a check fails, an error report is generated. Alternatively, if every thing goes effectively, our CI/CD of selection — GitHub Actions — deploys the codebase to manufacturing and sends us a notification. We launch updates constantly, at instances merging a number of adjustments in a single day, at different instances solely a few times per week.

Editorial Workflow

Docs as Code offers the muse for our processes, however for the assorted customers to work effectively collectively, we wanted to outline a transparent editorial workflow that labored for all contributors (inside and exterior author, developer, contributor, and so forth) and for all levels of the method (writing, reviewing, enhancing); however that was additionally easy sufficient to contain new contributors. Following Docs as Code, every stage of our workflow is in git, together with mission administration (contributors can even add tickets to report points or requests).

These are the steps of our editorial workflow:

  1. Write new content material in Markdown utilizing the templates. You need to use any editor that may produce Github Flavored Markdown.
  2. Submit the brand new subject as a pull request on GitHub.
  3. Overview. We’ve got a peer-review system in place for code and docs alike. Matters are reviewed by each technical reviewers (builders) and writers.
  4. Edit as wanted. Repeat steps 3-4 till authorized.
  5. Merge authorized pull request.
  6. Deploy to staging, then to manufacturing.

Our editorial workflow ensures that contribution works the identical manner for everybody, and we assist our contributors with tips and ready-to-use templates.

Content material Manufacturing And Contribution

Once we began creating our onboarding and documentation, we adopted the Content First method. We deliberate to develop some preliminary content material that we may work with, however even earlier than that, we determined what sorts of content material we would want and outlined the construction of every content material kind. These outlines turned templates that guarantee consistency and encourage contribution.

We had been impressed by topic-based authoring and DITA, within the sense that we determined to have three fundamental content material varieties for our documentation, tutorials that describe how you can accomplish a job, ideas that present background data and context, and references like our API Reference. Our onboarding consists of tutorials that hyperlink to ideas and references when wanted.

DITA, quick for Darwin Data Typing Structure, is an XML normal, an architectural method, and a topic-based writing methodology the place content material is authored in subjects reasonably than in bigger paperwork or publications. A DITA subject should make sense in its personal proper.

Involving our customers from the start ensured that we may check and validate all of our assumptions, and rapidly modify something if wanted. This proved to be a time and cost-efficient method: though we edit and rewrite our content material, and alter issues on our documentation website on a regular basis, we don’t run the chance of making giant chunks of labor that must be thrown away as a result of they don’t correspond to the wants of our customers.

Fixed collaboration additionally builds belief: as our course of is totally clear, our neighborhood constantly is aware of what we’re engaged on and the way our docs evolve, and neighborhood members can ensure that their opinions are heard and acted upon.

Involving the neighborhood from an early stage signifies that our customers noticed a number of stuff that was partially carried out, lacking, or ended up completely rewritten. So, for all of this to work, our customers needed to be mature sufficient to provide suggestions on half-done content material, and we needed to be level-headed sufficient to make the most of generally passionate criticism.

Encouraging Contribution

We wished to make it very straightforward to get entangled for all segments of our target market, so we provide a number of methods to contribute, considering the time contributors have accessible, and their talent stage. We describe methods for our neighborhood members to get entangled in our Contributor Guide. For some fast enhancing, like fixing typos or including hyperlinks, contributors can edit the content material simply on the GitHub UI. For heavy enhancing, including new content material, or for builders preferring to make use of git, we offer a whole Docs as Code workflow. This method proved to be extraordinarily helpful for our onboarding. We received direct suggestions on the place customers struggled with a step or had too little or an excessive amount of data, and we may instantly make changes and confirm that now we have mounted the difficulty.

To assist contributors write bigger chunks of textual content or full subjects, we offer tips and templates to start out from:

  • Style Guide
    Our fashion information accommodates tips for writing technical content material (e.g. language, tone, and many others.) and every content material kind in our documentation (e.g. tutorials, idea subjects, and many others.).

  • Templates
    Our website makes use of Liquid pages, however to make enhancing simpler for contributors, we write documentation content material in Markdown and use a Markdown converter to show it into Liquid. Our templates embody all non-changeable content material and placeholders with explanations for the elements which can be editable. Placeholders present data on the beneficial format (e.g. title) and any necessities or limitations (e.g. most variety of characters).

We thank all of our contributors by giving recognition to them on our Contributors page in addition to on our GitHub repository’s README page.


Our workforce and neighborhood members are scattered throughout totally different time zones. Equally to how we talk amongst workforce members, we use largely asynchronous and generally real-time communication instruments to speak with our neighborhood. We even leverage real-time communication instruments, like a video convention, to develop into considerably asynchronous. For instance, video conferences and webinars are recorded, and neighborhood members can focus on them on numerous channels.

  • pOS Community site
    Certainly one of our fundamental communication channels is our neighborhood website, the place you may ask, reply, upvote, and downvote questions, and get to know different members of the platformOS Neighborhood. Extra options coming quickly!
  • Slack assist
    Certainly one of our fundamental communication channels is devoted Slack channels, the place neighborhood members ask questions, share concepts, and get to know our workforce members and one another. Based mostly on their suggestions, neighborhood members have confirmed how useful it’s to have the ability to talk immediately with us and one another: they will share what they’ve realized, plan their module improvement in sync with our roadmap and one another’s tasks, and allocate their sources in line with what’s occurring within the enterprise and the broader neighborhood. This communication seeds the documentation website with probably the most sought-after subjects.
  • Video convention
    We recurrently have video conferences over Zoom referred to as City Halls, the place neighborhood members and the platformOS workforce share information, demo options, and modules and have the chance to have interaction in real-time, face-to-face dialog. Our workforce and neighborhood members are distributed over totally different continents, so we attempt to accommodate contributors in several time zones by rotating the time of this occasion so that everybody has the possibility to take part. We additionally share the recording of every session.
  • User experience research
    Apart from getting fixed suggestions from the neighborhood by means of the channels described above, we plan common checkpoints in our course of to facilitate testing and course correction. Throughout improvement, we tie these checkpoints to improvement phases. On the finish of every bigger launch, we conduct consumer interviews and compile and share a brief survey for neighborhood members to fill out. This helps us make clear the roadmap for the subsequent improvement section.

We make sure that to maintain neighborhood members knowledgeable about what’s occurring by means of totally different channels:

  • Standing studies
    We recurrently share standing studies on our weblog to maintain our neighborhood up to date on what we’ve achieved, what we’re engaged on, and what we’re planning for the close to future. Our standing studies additionally embody requires contribution and analysis participation and the outcomes and evaluation of UX analysis. Subscribers can even select to obtain the standing studies through electronic mail e-newsletter.
  • Release notes
    We share updates concerning new options, enhancements, and fixes in our launch notes.
  • Blog
    We recurrently share articles about greatest practices and basic information on our weblog.

Accessibility And Inclusiveness

We tackle accessibility proper from the design section, the place we use Figma’s Able accessibility plugin. We recurrently check for accessibility with numerous instruments and be certain that the location complies with all accessibility necessities.

From a technical writing perspective, we assist Accessibility and Usability by offering well-structured, clear, concise, and easy-to-understand copy. All of our documentation subjects observe a predefined construction (predefined headings, steps, sections, hyperlink collections, and so forth) relevant to that subject kind (duties, ideas, references), impressed by the rules of topic-based authoring.

Semantic HTML is vital for Accessibility, and we make sure that to not fashion textual content another manner than by means of Markdown which is then translated into HTML. This manner, display screen readers can correctly navigate by means of the content material, and it additionally helps total consistency when, for instance, we wish to do a design replace.

We additionally evaluation all content material to make sure accessible and inclusive language as laid out in our fashion information.

How We Developed Our Onboarding: Rounds And Classes Realized

Growing Our Onboarding Utilizing Steady Iteration Rounds

At the start of the mission, we began with a targeted effort round discovery to determine the principle enterprise objectives and consumer wants. Because of this analysis, we had been capable of articulate the massive image. After we had all of the consumer journeys and a sitemap for the large image plan, we had been capable of break it all the way down to determine the primary iteration that may develop into the primary working MVP model of the location.

Shifting ahead, we proceed to observe an iterative method, shifting quick with an agile mindset. Steps: collect consumer suggestions, determine areas of enchancment and doable new instructions, outline the answer based mostly on sources, enterprise objectives, and consumer wants, and implement it. This circle repeats indefinitely. So, now we have an overarching plan outlined for our documentation that we consider, however we at all times deal with the subsequent couple of motion steps we’d prefer to take.

We will spotlight 5 distinctive rounds that had an awesome impression on the event of our developer portal.

  1. For our onboarding course of, we began with exploring the necessities following the Design Pondering method. Via a Card Sorting session, we explored the areas of curiosity for every target market and that helped us outline the subjects that concern them probably the most. This labored as a persona-based content material prioritization for the documentation website.
  2. We wished to information our customers with actionable objects that they will check out on our website as a subsequent step. At this level, we had been already conscious that our target market shifted. The interviews and the assist suggestions helped us perceive their wants that pointed in two fundamental instructions. We would have liked a straightforward journey for non-technicals and one other one for technicals who like to grasp the logic of the platform. On this stage, we deliberate, examined, and developed the primary model of the 1-click journey and the sandbox.
  3. We already had skilled platform customers who we wished to see in motion. Utilizing distant subject research, we found how they use the instruments, the documentation website, and the accomplice portal we offer. On the identical time, we began to conduct steady onboarding interviews with companions who joined the platform. The 2 analysis instructions helped us to comprehend how customers with a various levels of expertise interpret the platform.
  4. By this level, our content material grew quite a bit on the developer portal, and we wished to find if we wanted a structural and content material reorganization based mostly on the consumer analysis.
  5. On this newest spherical, we wished to dedicate a while to fine-tuning and changes, and to double down on the developer portal’s accessibility and inclusiveness.

Spherical 1: Figuring out The Goal Viewers Segments, Defining Proto-Personas, Base Discovery

With the Design Pondering workshops, we first targeted on understanding our customers. Based mostly on the consumer analysis outcomes, we outlined the proto-personas and created an in depth description of every to point out their wants and expectations and assist us determine who we had been designing for. It supplied a superb basis for guiding the ideation course of and prioritizing options based mostly on how effectively they tackle the wants of a number of personas.

On our documentation website, we’re working with a considerable amount of information that we have to current clearly to all customers. To outline a Content material Stock:

  • we created an inventory of our proto-personas’ wants based mostly on the issues they wanted to resolve with the platform;
  • we created an in depth checklist of content material from our earlier documentation website and recognized lacking, reusable, and non-reusable content material for our future website;
  • we analyzed the competitor websites to create an inventory of inspirations.

We ideated with the workshop participant utilizing a Card Sorting train. The duty was to map out the Content material Stock parts and outline connections between them. The outcome confirmed us the linked areas and the proto-persona’s choice by means of shade coding.

Based mostly on the Content material Stock and the outcomes of the Card Sorting periods, we outlined the Data Structure by making a sitemap and the navigation for our future website. This plan included all of the wants that had been found and provided a roadmap to maintain observe of website enhancements, content material wants, and mission phases.

Throughout the Card Sorting periods, we explored areas of curiosity for every consumer persona and, on the sitemaps, we highlighted these as consumer journeys. We additionally validated the significance of those areas to assign greater priorities to those that want extra consideration. This course of stored our deal with an important wants of the personas.

An important sections for the 4 segments:

  • Skilled Builders: Quickstart information, Find out how to information, API docs;
  • Junior Builders: Quickstart information, Tutorials, Conceptual documentation;
  • Web site Builders: Quickstart information, Tutorials, FAQ, Discussion board;
  • Market Homeowners: About platformOS, Weblog.

This concluded our Data Structure section. We’ve got found and arranged all the data we wanted to proceed to the subsequent section, the place we began creating templates for content material varieties, constructing the wireframes for every web page, producing content material, and making Design selections.

Spherical 2: Onboarding Technique And Testing Of The Onboarding Course of


Earlier than we jumped into planning an onboarding technique, we did a revalidation on proto-personas. At that time, we found that our viewers shifted to Skilled builders, Junior builders, Company Proprietor, Gross sales/Advertising and marketing, PM and Enterprise Analyst, and we realized that we wanted to cowl a broader spectrum of wants than beforehand recognized.

We interviewed 20 platformOS customers. We recognized how lengthy they’ve been utilizing the system, how they use the platform, what the important thing ‘aha’ moments had been, what struggles they confronted, and the way they solved them. Their wants pointed in two fundamental instructions: we wanted a straightforward journey for non-technicals and one other one for technicals, masking these with much less expertise in addition to these extra succesful builders who wished to grasp the deeper logic and nuances of platformOS.

Our fundamental objectives with the brand new onboarding technique had been:

  • to attach our methods (developer portal — accomplice portal — platform), so our customers can undergo their discovery expertise in a single move throughout their first go to;
  • to offer an actionable stepped course of that the customers can stroll by means of;
  • permit customers/personas to rapidly determine probably the most becoming journey.

Usability Check

We performed distant Usability Check periods in three rounds to validate the platformOS onboarding course of.

The onboarding part connects the Documentation website and the Associate Portal the place customers can choose one in every of three journeys based mostly on their programming expertise. The purpose was to find out how customers with totally different ranges of technical information reacted to the three journeys. Are they capable of rapidly determine what’s included in every journey? If sure, how do they have interaction from that point ahead? Did they observe the pathway most acceptable for them?

Throughout the Usability research, we requested customers to do a number of quick duties utilizing a prototype of the deliberate options constructed with Figma. We used each moderated and unmoderated distant usability testing methods and performed additional exams with platformOS workforce members to confirm the represented enterprise, technical, and content material objectives.

We performed six moderated distant Usability Checks in two rounds and arrange three unmoderated distant Usability Checks. These exams had been separated into three rounds, and after every spherical, we up to date the prototype with the check outcomes.

Based mostly on the check outcomes, we determined that as an alternative of exhibiting three choices to the customers, we present the 2 quickest choices: 1-click set up and Construct a primary ‘Howdy world’ app. This helps them to rapidly resolve which is one of the best match for them, and on the identical time they will instantly check out the platformOS fundamentals. Then, in the event that they wish to, they will try our third journey — the Get Began information that explains how you can construct a to-do app.

We redesigned the Occasion welcome display screen to assist customers determine the subsequent steps. Based mostly on the outcomes, we needed to optimize the UI copy to make it snug for non-technical customers as effectively.

Because the move connects two websites and reveals the product, the principle purpose was to point out that the consumer is heading in the right direction and nonetheless on the chosen journey. We achieved it by exhibiting the steps of the journey upfront, utilizing constant wording, and permitting the consumer to step forwards and backwards.

Spherical 3: Distant Discipline Research And Onboarding Interviews

On this spherical, the purpose was to look at the general journey of the skilled and potential pOS customers, specializing in each successes and challenges they’re going through. We performed an interview with a distant subject research to get a greater understanding of how they work and what processes they’re utilizing.

We targeted on 4 fundamental subjects:

  1. Improvement with pOS (workflows, preferences on model management, instruments),
  2. Neighborhood and collaboration (assist, discussions),
  3. Developer Portal (total expertise, obstacles, options for enhancements),
  4. Associate Portal (utilization, dashboard preferences).

Key insights from the consumer analysis outcomes:

  • The event with platformOS has a versatile and limitless providing which is a superb energy of the system, however it additionally signifies that studying the workings of the platform, particularly within the very starting, takes extra effort and persistence from builders.
    Answer: Templates may present support throughout the studying course of.
  • As platformOS is new available in the market, there’s not a lot data on Google or StackOverflow but. On the optimistic facet, the pOS workforce at all times offers nice assist through Slack and introduces new options in City Corridor conferences, standing studies, and launch notes.
    Answer: To additional strengthen the neighborhood, a separate Neighborhood Web site will be an environment friendly and fast platform for peer-to-peer assist by having a search operate, and customers can observe helpful subjects.
  • Associated to the Developer Portal, we noticed that the consumer simply will get to the documentation and finds the answer for many of their use instances. Nevertheless, the search outcomes weren’t exact sufficient in some instances, and the naming of the tutorials brought about uncertainty about the place to search out objects.
    Answer: Run a content material reorganization session for the tutorials and repair the search operate.
  • We found that the Associate Portal was used largely at the start of the tasks by skilled devs. Junior builders most well-liked that they will discover serving to directions on the situations web page that supported their work on the brand new situations. Company Homeowners/Enterprise Analyst most well-liked to make use of the location to see the funds associated data and the analytics of the occasion use. We noticed that they typically had issues dealing with the permissions associated to the situations and figuring out the hierarchy between their situations.
    Answer: Associate Portal design replace with new data construction of the situations and permissions.

Spherical 4: Structural And Content material Reorganization, Consumer Testing, Implementation

Structural And Content material Reorganization

On this spherical, we renamed the Tutorials part to Developer Information. This was according to our plan to increase our tutorials on this part with extra idea subjects, as requested. We deliberate to have a complete Get Began part for newcomers with the “Howdy, World!” tutorial and the Construct a To-do Record App sequence, and the Developer Information for everybody working with platformOS — from customers who’ve simply completed the Get Began guides to skilled platformOS builders. This separated and highlighted the onboarding space of the location, and that is when the present construction of our Get Began part got here to be: a separate tutorial for whenever you begin your journey with platformOS, that you need to use as a primary step to undergo the extra superior onboarding tutorials.

Card Sorting

At this level, we had 136+ subjects in our Tutorials part organized into 27 teams, and we knew that we wished so as to add extra. Based mostly on consumer suggestions, we may enhance the usability of the Tutorials part by organizing the subjects higher. Our purpose was to determine a construction that most closely fits customers’ expectations. We used a Card Sorting train to succeed in our purpose.

We’ve got analyzed the inputs, and based mostly on the outcomes, we concluded that seven classes can cowl our 27 subjects: Knowledge administration, Schema, Templates, Modules and Module examples, Associate Portal, Third-Social gathering Programs, and Finest Practices. We used the similarity matrix and the class namings to determine which subjects are linked and what names customers recommended for them.

With this analysis, we managed to restructure the Tutorials part to develop into according to the psychological fashions of the customers.

Spherical 5: Advantageous-Tuning, Content material Manufacturing

Within the newest spherical, we added the likelihood, on our onboarding, to start out from a template. Based mostly on our discovery, {the marketplace} template is an effective choice for website builders who wish to have a market up and working quick and don’t wish to discover the event intimately.

The pOS marketplace template is a totally useful market constructed on platformOS with options like consumer onboarding, advert listings and advertisements, buy and checkout course of, and on-line fee. Following the tutorial we added, customers can deploy this code inside minutes to have an inventory of working options and begin customizing the back- and front-end code.

We additionally preserve fine-tuning our content material for readability, brevity, readability, accessibility, and inclusive language. We’ve got common accessibility evaluations the place we take note of features, equivalent to terminology, technical language, gender-neutral pronouns, and informative hyperlink textual content whereas avoiding ableist language, metaphors, and colloquialisms. We summarized our expertise with fine-tuning accessibility within the article “Code and Content for Accessibility on the platformOS Developer Portal” which incorporates examples of what we modified and the way.

Future Plans

The platformOS Developer Portal was very positively acquired and even gained just a few peer-reviewed awards. We’re honored and grateful that our efforts have yielded such nice recognition. We are going to preserve revalidating and bettering our onboarding similar to now we have been doing for the reason that starting. We’re additionally engaged on a developer training program for our soon-to-be-launched neighborhood website that features numerous studying pathways that may attempt to accommodate customers’ totally different studying types and likewise provide methods for them to get extra concerned with our developer neighborhood.


So, after years of engaged on our onboarding, what are our key takeaways?

  • Don’t really feel pressured to get every thing proper the primary time round. As a substitute, develop into snug with change and contemplate every adjustment progress.
  • Get to know your target market and be able to revalidate and shift target market segments based mostly in your findings.
  • Get conversant in totally different consumer analysis strategies to know when to make use of which method. Perform intensive consumer analysis and, in flip, take heed to your customers. To assist suggestions, permit customers a number of totally different channels to provide you suggestions.
  • Select a versatile workflow, in order that the editorial course of doesn’t develop into an impediment to steady change. We love Docs as Code.
  • A product is rarely prepared. Shaping and updating an already carried out move is completely high-quality.
  • Iteration and prioritization are your greatest associates in the case of delivering giant quantities of labor.

We hope that this case research helps and encourages you as you construct an onboarding expertise in your product.


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