The Human Aspect of Onboarding

Overview

The video explains why onboarding matters and how it is defined in Business Central. It uses a hotel analogy: a new guest is unsure if they are in the right place and hopes for a warm, personal welcome, and a first-time product user feels much the same.

It describes the design goal of serving two kinds of users. Some want to explore on their own right away, while others need more handholding. The onboarding framework gives relevant in-context guidance without blocking anyone’s path and shows where to start. It also covers how partners can scale onboarding to more customers while keeping content relevant to each customer’s business needs.

Key points

• Onboarding is framed around the new user’s first-time experience, compared to arriving at a hotel and being unsure if you are in the right place.
• New users differ: some explore on their own immediately, others need more handholding.
• The design goal was to cater to both user types without blocking the path for anyone.
• The onboarding framework provides relevant in-context guidance and a clear indication of where to start.
• Uncertainty and information overload are named as problems for new users.
• Partners can scale onboarding to more customers while tailoring content to each customer’s business needs.

Features

Every feature below: status not stated.

Quotes

• 0:00 “it’s a clip from a launch made video for 2023 release Wave 2 but it’s equally relevant today”
• 0:38 “he’s a little uncertain if he’s at the right place but hopefully he will get a warm and personal welcome and he will feel”
• 0:58 “trying out a new product for the first time can be a bit similar you can be a little uncertain if you’re at the”
• 1:18 “some users like to go and explore on their own right away others might need a little more handholding along the way”
• 1:38 “it was crucial for us to really cater for both of these two types of users ensuring we didn’t block the path to anyone”

Presenters (as heard): Sarah.