Checklists were working
Our current onboarding flow begins with a checklist right after signing up. In the checklist, a user is immediately prompted to download our app via Chrome extension. Our customers continued to tell us they liked having a list to return to, so they knew what they still needed to accomplish. It helped them feel like they always had a resource available to them as they were learning to navigate something new. However, once downloading the app, we had additional instructions in the editor to guide you in using it. This is where users got a bit lost. It was difficult to know how much to explore in the app before returning to the original checklist. What took priority? There was also a disconnect in how to get from the setup checklist to the app and back.
Points of friction
We also confirmed a couple other points of friction.
First, our installation occurs in two parts: with a Chrome extension and then a snippet of code. We do this so anyone, technical or not, can get started with the basics. The extension allows a user to see where the Chameleon editor sits on their own app, to get acquainted with building tours, and can show what steps they’ve built will look like in their own UX. Installing the snippet, part 2, can often involve other teammates. Needing additional people tends to cause a delay in the installation process.
Second, if a user never fully installs our code on their app, they aren’t able to experience our largest “aha moments.” For example, their users can’t see any tours until this occurs, meaning our prospects are blind to any metric or user behavior changes that could prove Chameleon’s value.
Since both tended to be necessary for our users to find success, we couldn’t avoid these tasks. We just had to find ways to motivate users to want to complete them.