Onboarding Improvement Strategy at Golioth 🚀

Creating an engaging onboarding experience to ensure new users can swiftly set up IoT devices and enhance data understanding.

1. Understanding the Onboarding Challenge 🔍

The onboarding process for new users at Golioth was in need of significant improvements. The pre-existing flow did not provide crucial insights into user behaviors or adequately showcase the platform's capabilities. Analytics data revealed that only 50% of users successfully connected their devices, with an average connection time of four hours. This indicated a substantial drop-off at a critical onboarding juncture, highlighting the importance of a streamlined process designed to enhance user activation rates.

2. Iterative Redesign Through Data-Driven Insights 📈

To address the onboarding challenges, a comprehensive redesign was initiated, which included four major iterations. During these phases, team brainstorming sessions proved invaluable in generating new ideas and gathering feedback from stakeholders. By leveraging analytics platforms such as PostHog, the team was able to pinpoint key issues, assess user engagement, and gather crucial data to refine the onboarding experience.

The iterative approach led to the development of essential new features, including:

• Progressive Profiling: This system allowed for the collection of qualifying user information, helping to tailor the experience according to the needs and expectations of each user segment.
• Interactive Console Tour: A guided visual tour of the console provided users with an engaging introduction to Golioth, helping them navigate features effectively.

3. Enhancements for Device Setup and User Achievement 🛠️

Recognizing that users without hardware faced limitations in utilizing the platform, the onboarding experience was further enhanced to guide users through the device setup process across various hardware platforms. This featured:

• In-Console SDK Documentation: Comprehensive documentation embedded within the console guided users during the setup process, ensuring they had access to necessary resources.

Incorporating a Virtual Device Simulator enabled users to send mock data, allowing them to explore platform functionalities even without physical devices. This feature was designed to facilitate user experimentation and provide a taste of the IoT capabilities.

To promote user engagement and motivation, celebratory elements were integrated. These features celebrated user achievements during onboarding, reinforcing positive interactions and encouraging continued platform usage.

4. User-Centric Approach: Capturing Data and Understanding Users 🧠

A well-structured onboarding process not only facilitates immediate usage but also aids in understanding the user base more deeply. During the initial stages of the new onboarding flow, critical data was captured that allowed the team to glean insights into user roles, team sizes, and the specific needs of business versus personal accounts.

Key data points collected included:

• Estimated number of devices planned for deployment in the next six months.
• Frequency of device-cloud data transmission (e.g., real-time vs. monthly).
• User preferences for hardware providers and operating systems.

These insights fostered a richer understanding of user bases and informed better customer success strategies moving forward.

5. Measurable Outcomes and Future Directions 🎯

As the redesigned onboarding process began to roll out, early indicators showed promising results in user engagement. The number of users activating devices consistently increased week over week, showcasing the effectiveness of the new strategy. Furthermore, the reduced time for initial data ingestion indicated that the onboarding experience was not only engaging but also functional.

The updated onboarding strategy remains a work in progress, with plans for continuous refinement and additional features such as:

• Progressive Profiling Questions to further personalize user experiences.
• A Simplified Device Creation Flow to streamline the device registration process.

In sum, the onboarding improvements at Golioth serve as a testament to the power of user-centered design and data-driven strategies. By prioritizing both engagement and understanding, the company is poised for greater user satisfaction and operational success.