Ellis looks at nine common onboarding mistakes that software companies make:

  • Not thinking about jobs to be done, but features
  • Overloading users with information
  • Writing for a single audience
  • Not providing or not co-ordinating the five pillars of onboarding content
  • Getting the timing wrong
  • Unclear goals
  • Leaving "seams" in the onboarding experience 
  • Poor quality content
  • No testing or metrics

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Planning and creating content for customer onboarding – training course


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