New User Onboarding

Oct 3

Challenge: How might we redefine the user onboarding experience?

Background: Prior to implementing Appcues within Cadence, all training was handled by internal Mongoose staff through 1:1 virtual meetings and phone calls with each individual client. This was a very time consuming process for all involved, and required many sessions to be scheduled. When trying to train larger groups of new users, the scheduling conflicts were compounded, resulting in users missing trainings or taking months to fully onboard with Cadence. Poor training, or slow training, resulted in lower product adoption and retention for Mongoose.

Result: The new training is fully automated and built into Cadence. This self guided and hands-on in-product training helps users get started with the most important features so that they can get started texting right away. Each user is served a checklist that guides them through each of the most important features through helpful pop-ups and tooltips. Users can dismiss the training prompts by clicking “Hide these tips,” and can view them again at any time by clicking “Quick Tips” in the upper corner of screen.

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Marcia Rich

New User Onboarding

Out of Office