If your user onboarding story was a movie, your product itself wouldn’t appear until long after the action was already underway (and remember, the user is the star of this show, not you). Retracing their steps – especially the ones before your product comes into the picture – provides you with the context you need to correctly kick the transition off.
What has to happen for adoption to succeed?
Now the starting place is well-explored, have your interviewee recount their steps forward all the way to the moment they became fully up and running with your product. It’s very unlikely to have been a direct path, so encourage them to meander or head off on seemingly-unrelated tangents . These often provide the richest insights of the entire conversation. For example, if your product’s setup process needs the user to import a bunch of data for everything to be fully up and running, urge them to take the scenic route in describing every little detail of how they accomplished it. Did the numbers come from a spreadsheet? If so, was it in Excel or Google Docs? Howmany sheets did it have? Did they import the data by uploading the file or by pasting it in by hand? How did the numbers even get into the spreadsheet to begin with and how long did it take to be populated? Cataloging the external tedium involved in getting set up with your product doesn’t just provide you with plenty of low-hanging fruit for making the transition much easier for your new users. It also gives you a
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