Five IoT user onboarding tips to remember
In the world of IoT, it’s all about a connection.
Yes, there is technology and code, hardware and firmware, cloud and device and the visual representation of the actions required. A key component, and arguably one of the most important, is how it all gets started.
The process of a user connecting to an IoT device, aka onboarding, creates a customer experience that will deliver one of three outcomes.
In the voice of the customer, these will sound like:
Advocate: “That was easy to do. There was no problem at all.”
Neutral: “I made it through with a bit of effort. It could have been easier, though.”
Detractor: “That was a nightmare. I hate this thing.”
Keep in mind, people with a neutral response will tell no one. Those with either an advocate or detractor response will spread the word - both good and bad. Clearly, we want advocates when we deploy IoT applications and devices, right? I thought so.
Here are five ways you can ensure that an onboarding experience will go well and create advocates, or raving fans, of your IoT application.
1. Make a lasting first impression
The start of onboarding is vital. What’s the first thing the customer will see when they finish the install and begin connecting to your device? What emotions or reactions are created by that very first impression?
This makes me think back many years ago to the launch of the first Mac computer. You might remember that the very first thing shown on the screen after the boot process was complete was one simple line - Welcome to Macintosh.
The first Macintosh boot up screen
To this day, when you start up your new iPhone or computer, there is still a greeting of some kind - many times it is ‘Hello’. This creates a feeling of a personal connection to the brand. Try not to overlook the importance of making customers feel valued and important at the first screen. This will set the tone for the rest of the experience - count on that. Make it special and feel as personal as possible.
The hope is for the onboarding experience to express some degree of empathy for the user. Clearly, they have not looked at your application or your product to the degree that you have. Welcome them to the club.
2. Use simple visuals
Another major component to the onboarding process is the use of visuals. Any way that you can simply show what needs to be done is much better than a few paragraphs from a user’s manual. If you can use motion, do so. Boil it down to actions in simple visual terms.
As the world got more used to drag and drop functions, screen interfaces reflected that visual trend. Use as many universally understood conventions as you can and then present them as visuals.
Wireframe each step in the process and be sure to ask someone unfamiliar with the work to look it over. Better yet, have them try the steps in a mocked-up version. Pay attention to ways you can visually represent as many steps as possible.
You might have noticed that user manuals of all kinds are using more visuals than ever before. This not only helps user experience, it helps to expand internationally as well. The right visuals can transcend language and create bridges to understanding that will bring users back again and again.
3. Be especially helpful at wrong turns
Nobody likes a 404 error. Actually, many of your customers are not even aware of what that really means programmatically. All they know is they hit a dead end. Wrong turns are normal in the onboarding process. How you handle them could create the difference between an advocate and a detractor. If you unwittingly make the customer feel ‘less than’ you risk a bad experience. No one likes to feel stupid. After all, technology is intimidating to most.
However, if you make light of the wrong turn and bring the user back to the right path, any negative impressions will be forgotten. For example, have you ever tried something on either a mobile device or even on the web and got a message similar to the one below?
With a screen such as this, you can nudge the user back on the right track and minimize frustration. You can be helpful. You can guide. Speaking of that, guiding is our next tip.
4. Guide the user and show progress
Moving the user along the onboarding path is something we are all getting more used to. If you have ever ordered food from GrubHub or anything on Amazon, you will see there is a status bar showing where things are in the delivery journey.
As you onboard the customer, consider a progress bar or timeline for each step. Let the customer know what to expect and make them feel comfortable and knowledgeable in the process. If you give them context,they will have a deeper understanding and appreciation of what’s going on.
Onboarding can, and should, be helpful. Not frustrating. Take time to envision how you might guide the user. Think of it as customer service. You’ll be glad you did.
5. Celebrate success
Once the application is installed and everything is connected, be sure to celebrate with the user. That’s right, pat them on the back. Let them know they did everything just fine. Give them the reassurance that all is well. I have a task application that when I complete tasks for the day, digital confetti drops in front of my screen. Cheer on your users.
You might be surprised by this: many of your audience is expecting something to go wrong. They are just waiting for the other shoe to drop. So, when all goes well, let them know. Have fun with it.
Going forward, don’t look at the onboarding process as a technological step, look at it as a customer interaction that sets the tone for what it's going to be like to do business with you.
I think back to an old adage. “Who you are speaks so loudly I can’t hear what you are saying.” How easy you are to do business with is clearly evident by your onboarding process - not your marketing messages or promotions. If onboarding is creating frustration, an immediate disconnect is created. Show your users who you are by making the onboarding process simple, enjoyable, and intuitive for them. Maybe even make it fun. The long-term brand benefits are well worth the time and effort.