Onboarding
Onboarding is critical to help new Appex Now users quickly see value in the system. Whether it’s a dealer logging into the dealer app for the first time, a warehouse manager starting the inventory dashboard, or a customer opening the customer app, we want them to learn the basics without frustration. Our onboarding philosophy is light-touch and contextual. We avoid lengthy mandatory tutorials. Instead, we use just-in-time guidance and let users dive in at their own pace. Nielsen Norman Group even warns that forced walkthroughs often interrupt the user’s primary task and are soon forgotten.
Insights
We use progressive onboarding with contextual hints and empty states to guide users naturally, avoiding disruptive tours. Real content replaces blank screens, and we refine the flow continuously through testing, feedback, and key engagement metrics.
Progressive Onboarding
We employ progressive onboarding, only introduce features when needed. For instance, after the user completes the initial setup, we may present a small tooltip guiding them to the next feature when they encounter it. This incremental approach “allows users to gradually explore the product, accessing certain features immediately while unlocking others as they progress”.
In-App hints instead of modals
For example, Slack’s onboarding is famous for using inline tooltips to teach features rather than forcing a multi-step tour. Similarly, we use empty states, if an inventory table is empty, it shows a prompt (“Add your first product…”) rather than a blank screen. Notion’s approach impressed us on first login it shows template examples and prompts to create items, not a cryptic blank page. This use of empty states and tooltips makes the learning feel natural and contextual.
Finally, we continuously test and iterate on onboarding. We monitor completion rates and drop-offs in the funnel, and even solicit in-app feedback (e.g. “Was this tip helpful?”). We encourage designers and product owners to experience the onboarding themselves and tweak unclear steps. By measuring metrics like time-to-first-key-action and retention, we keep refining the flow. As one playbook advises: walk through the onboarding as a new user and “experiment with different flows to see what keeps users engaged”
Best Practices
Prioritize First Wins:
Help users accomplish one key task quickly instead of overwhelming them with every feature. Break the process into stages so they aren’t flooded. For example, focus first on getting someone to view a report, then later teach them how to customize it.
Use Contextual Guidance:
Rely on tooltips, inline hints or empty-state prompts to teach new users in place (like Slack’s tooltips). Avoid interruptive full-screen tutorials; instead provide help when the user needs it.
Keep It Skippable & Adaptive:
Allow users to skip or dismiss onboarding. If a user is clearly experienced (based on role or behavior), shorten the flow. For complex apps, use progressive disclosure – don’t introduce advanced features until after the basics are learned
Give Feedback & Celebrate:
Show progress indicators (e.g. a checklist or progress bar) during longer onboarding to set expectations. Use small rewards (e.g. a success message or animation) when milestones are reached to motivate continuation.
Iterate Based On Data:
Track where users drop off and solicit feedback. If a step causes confusion, shorten or clarify it. Regularly revisit the onboarding flow to remove unnecessary steps – as one expert notes, many onboarding steps are often “unnecessary and can be removed without harming the user experience”