Onboarding users to a new feature requires the same skill as onboarding them to a new product. You wouldn’t welcome new users to your product by asking them to do complex tasks only a pro user would be able to do. So don’t overload users when you’re onboarding them to a new feature either. Think about a game like Super Mario Bros. At any given point, only the necessary parts of the game are on screen, allowing players to gradually and naturally understand what’s going on around them. As you make progress, only the next piece of relevant information is exposed. Imagine you saw the entire level as soon as you started playing? Front loading your users with information will make sure they never get past the first few hurdles. For example, Intercom users don’t need to know about our keyboard shortcuts until they’ve been in the inbox for a while and have started to deal with a heavy load of user conversations. It’s certainly not a day one announcement. Similarly they probably don’t care about our bulk data export feature until they’re tracking a bunch of data.
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