How to Avoid Killing Onboarding Momentum

Stuart Balcombe

February 3, 2023

2 minutes

The most common reason customers lose momentum in onboarding?

Making tasks too complex.

We see this all the time.

Too many “sub-tasks” packaged in one “task” making them hard to explain, hard to complete, and easy to deprioritize.

Here’s why each task should focus on a single action instead:

1. Present tasks in a way that enables them to take action quickly and build momentum.

By only allowing a single action on each task, when a customer opens any individual task they can be presented with a focused "why", "what", "how", "who", and "when" the task needs to be completed.

2. Provide your team with specific insights into where customers are getting stuck and need assistance.

By keeping a single action in each task we can always tell you which action is causing trouble.

For example, if you need to collect brand assets and are requesting the logo and brand colors in the same task and the customer is stuck on just one of those items we'd only be able to provide the insight that they are stuck on "branding".

Here's an example of how to help customers build momentum AND avoid overwhelm:

→ Break each discrete action into its own task.

We typically see that customers make much faster progress through more bite-sized tasks than less large, more complex tasks as they build momentum and receive more frequent positive feedback about their progress.

Here's an example of how that might look 👇👇👇


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