When it comes to connected devices, the journey from unboxing a new product to fully using its features is a critical aspect of user experience.
Understanding those devices can be quite challenging – especially for less tech-savvy users – so an easy-to-comprehend onboarding process is a must.
In this article, we'll delve into the significance of streamlined onboarding processes, explore key principles, address challenges, and highlight emerging trends in this key aspect of user experience. Let’s dive in!
The importance of user-friendly onboarding
Onboarding is the gateway for users to understand how the device works. The process is especially important for net new devices that often introduce novel concepts and features.
Let’s take smart headphones as an example. Most people know how to use headphones and how they work, but that does not mean they necessarily know how to handle a smart device paired with an app. The issue is that people tend to ignore user manuals because they’re confident they can figure it out on their own and base actions on experience.
While this might sound like a good strategy, it can be misleading when using net new devices where experience often isn’t enough to use the device with ease – and it can quickly cause confusion.
The onboarding process plays a crucial role in mitigating that confusion and ensuring user confidence during initial interactions. It sets clear expectations, guides users through setup procedures, and familiarizes them with device features.
Effective onboarding directly impacts user adoption rates, satisfaction levels, and long-term engagement with the product.
Key Principles and Best Practices
Designing an effective onboarding means leveraging best practices specific to connected devices. As such, there are a few principles we should keep in mind when designing a user-friendly initial experience:
Leveraging user testing insights. Insights gathered from user testing sessions are invaluable for identifying potential pain points and areas of confusion. By integrating these insights into the onboarding process, we can preemptively address common user issues.
Clarity and conciseness. Onboarding materials should be short and straightforward, avoiding technical jargon whenever possible. Users are more likely to engage with brief, to-the-point instructions rather than lengthy explanations. As a rule of thumb, onboarding should take around 5 screens or so.
Simplification. Complex setups or features can be broken down into smaller, digestible chunks presented to the user as they go through the journey of familiarizing themselves with the app. This approach prevents cognitive overload and allows users to absorb information at their own pace.
Explaining permissions. In cases where device functionality requires access to sensitive data, such as location information, it's essential to be transparent about the reasons behind these permissions – like for example, when an Android device needs access to location data for Bluetooth to work. Assuring users that their privacy and security are not at risk will alleviate concerns and build trust.
Ensuring a simple yet informative onboarding process
A critical challenge in onboarding design is striking a balance between providing essential information and avoiding overwhelming users with technical details.
Rather than flooding the users with complex technical details, focus on conveying the necessary information in a clear, concise manner. Going back to the example about location permissions, you don’t need to explain that Android’s operating system requires this data to allow the device to connect to Bluetooth – this isn’t necessarily what the users need to know.
However, what needs to be explained is that due to system requirements, the device will need that permission, but the data isn’t tracked or sent anywhere and the user’s privacy is safe. All in all, avoid technical complexities and focus on what’s easier for users to understand.
Troubleshooting and real-time support
An effective onboarding process should also anticipate and address common issues in real time. By mapping out potential "unhappy paths" during the setup process, you can give users relevant guidance when they encounter a problem.
An example of an unhappy path can be pairing new headphones on IOS and the device not being connected to Bluetooth, preventing the app from detecting the device. To prevent users from getting stuck, the app can give them a checklist during onboarding (for example “Is your Bluetooth on?”, “Is the LED on the headphones blinking blue and red?” and so on). This approach minimizes frustration and ensures a smoother user experience.
Focusing on what matters
A common mistake tech companies tend to make is using onboarding as marketing for the product, explaining to the users why the product they’re about to start using is the best solution they’ll find.
At this point, this is not what the user needs to know: they already did the research and bought the device. Instead of telling them how great it is, the initial experience should focus on the ‘how’: how to pair the device, how to use it properly, and how to get the most out of it.
Addressing inclusivity
Inclusivity is a fundamental aspect of user-centered design. Onboarding processes should cater to users with diverse needs and backgrounds – avoiding assumptions and stereotypes is crucial, particularly when collecting user data or setting up account preferences.
Conducting thorough user research and gathering feedback from diverse user groups can help to identify potential barriers and implement inclusive design solutions.
Future outlook
As the tech continues to evolve, onboarding processes are likely to become more streamlined and intuitive. Innovations such as Google's Fast Pair or, speaking more broadly, Bluetooth Low Energy are making device setup much easier, reducing friction during onboarding.
Future trends in onboarding are likely to prioritize user education and value proposition over technical setup instructions. With pairing becoming a much more streamlined process than before, the focus will shift towards highlighting the benefits and functionalities of a given device, empowering users to leverage its full potential.
Summary
User-friendly onboarding is an extremely important step for ensuring a positive user experience with connected devices. By adhering to key principles, addressing diverse user needs, and embracing emerging trends, designers can create onboarding experiences that foster long-term engagement.
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Piotr Schmidtke
UX Expert
