1. A Super Quick Way To Design A Better FAQ

    The Forrester report published earlier this year only confirms what you may have already suspected: customers overwhelmingly prefer self-service support to live phone support. For the first time in the history of our survey, respondents reported using the FAQ pages on a company's website more often than speaking with an…
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  2. 10 Brilliant Ways To Explain User Onboarding

    People say the darndest things about user onboarding. Why? Because everyone wraps their heads differently around user onboarding. You see, onboarding is everyone’s job. Or at least it works best when people from multiple teams put their heads together. Everything from micro-copy to design to distribution can and does…
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  3. How We Know User Onboarding Is Really About The First Session

    What happens during those first few minutes that a user tries your platform for the first time? Despite the incredible value of asking (and answering) that question, it’s one that many product people don’t think about enough. I was recently around a very interesting continuum of product people…
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  4. Why In-Your-Face Onboarding Pays Off

    There’s an err...strain of thought shall we say, among some very smart people that great onboarding is intuitive (or invisible). Then there’s this, from Julie Zhuo, Director of Product Design at Facebook: “...Any new interface requires effort—effort to learn, to open up, to navigate through. While…
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