To make it easier to set up an account, we need to reduce the number of steps. Naturally, ConnectHero wants everyone to get to this point in their user journey, but integrating a help desk with Amazon and eBay isn’t easy-users need to take over 50 steps. The product delivered on its promise, and you’re a happy camper.
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This is when you decide that you’re going to upgrade once the free trial is over. Once that’s complete, you see messages pop up in your help-desk solution from eBay and Amazon-it’s a miracle. Once you sign up for ConnectHero’s free trial, you’re required to integrate your Amazon and eBay accounts with one help-desk solution.
The more eBay and Amazon accounts you have, the more logging in and out of each account you need to do.Īfter some research, you find that ConnectHero (a company I just made up) has a product that allows you to forward all of your Amazon and eBay messages to a help-desk solution of your choice (e.g. Every day you spend three hours manually logging into each account so that you can respond to customer messages.
Let’s pretend you’re an established ecommerce business with multiple Amazon and eBay stores. If you aren’t ready to complete this step yet, here’s an example. Here’s how I mapped out Canva’s onboarding path in Trello. Even small steps like clicking an “OK” button should make the cut. As you complete each step, take a screenshot. Ring a bell?īefore you develop your straight line, I dare you to sign up for your product and complete all the steps it takes to accomplish a meaningful outcome.
And, of course, some steps don’t really need to be there at all. There are required steps that first-time users don’t really need to complete right away. There are form fields that you don’t really need to ask people when signing up. In my experience, well over 30% of required user onboarding steps are rubbish. You can enroll or schedule a call to answer any questions you may have. It’s a 4-week actionable program followed by a year of Q&A-based live webinars led by PLG experts. Need help with your onboarding experience? Check out our ProductLed Accelerator Program.
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Or download the free straight-line onboarding worksheet. To get the most out of this article, complete these three steps with me. But how do you develop your straight line? How do you help users achieve their desired outcomes in a fraction of the time? You can do this by:
#Ttv meaning how to
How to Use Straight-Line Onboarding to Reduce TTVīy bringing our users to the promised land and delivering on our value, the next logical step for them is to convert into a paying customer. If we can do that one thing-and get consistently better at it-we’ll eventually increase the number of free users that turn into paying customers. how to make a poster) and customizing the onboarding experience to help users solve them, Canva cut their time-to-value in half.Īs you can see, knowing your users’ intent behind using your product helps us catapult them to the areas where they can experience value as soon as possible. Once you arrive on this page, you simply click the call to action to create a poster, and within seconds you’re editing a poster in the product.īy understanding the problems people were searching to solve (e.g. Given the incredible number of use-cases, Canva created a web page dedicated to creating posters, which appears when someone searches for, “how to create a poster.” You can use the product to create posters, cards, and presentations-you name it. Take Canva, a simple graphics editor, as an example. Why? Most often, we don’t know the desired outcome people are looking for or the reason they signed up to use your product. The problem, however, is that most users never make it to Point B-that promised land where they experience the value of your product. This is done by letting users try before they buy and doing everything we can to help them experience the value of your product. Unlike a sales-led organization, in which the goal is to take people from Point A to Point B in a sales cycle, we want to take people from Point A to Point B in their lives. Why It's Challenging to Optimize SaaS for TTVĪ straight line is the shortest distance to get from Point A to Point B. And that’s where “straight-line onboarding” comes into play. With this in mind, you want to guide new users through the onboarding process as quickly and efficiently as possible. Conversely, if it takes too long to derive value, the risk of churn increases. The sooner a user finds value the greater chance there is of keeping them as a customer. Time-to-value (TTV) in SaaS is a measurement of the time it takes from when a customer makes a purchase to when they experience the early stage of value.
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