Designing User Experience for Onboarding

AI Can Fuel Improvements in the Retail Banking Onboarding Process for Cards 💡 Customer onboarding in banking is the first touchpoint crucial for transforming a prospect into a customer. One of the most considerable challenges they face during customer onboarding is dealing with incomplete information from customers: indeed, 75% of them report that customers often submit incomplete documentation causing significant delays. The overwhelming amount of paperwork required also often leads to mistakes or missing details, forcing bank staff into a frustrating cycle of back-and-forth communication with customers. The potential for AI is to alleviate these challenges is enormous; it can automate reminders via email, SMS, and phone calls to prompt customers about missing or incomplete documents, ensuring timely submissions and reducing delays. AI systems can also collect and analyze structured or unstructured data from varied sources and improve decision-making by eradicating biases and providing consistent outcomes 🚀 AI-powered fraud detection systems significantly enhance the speed and accuracy of identity verification and fraud detection. They flag applications with unusual behavior, such as mismatched personal details or suspicious IP addresses. Advanced facial recognition and biometric verification prevent impersonation and fraud, ensuring compliance with regulatory requirements. This boosts security and reduces the time and effort required for manual verification processes. AI algorithms match customer photographs with government-issued identification documents, verifying identities with high accuracy and minimizing fraud risk 🛡 AI can also analyze regulatory data, identify compliance requirements, and monitor banking operations. This proactive approach mitigates the risk of non-compliance by flagging potential compliance violations. In addition, AI-powered reporting tools generate comprehensive compliance reports, streamlining auditing processes. New-age banks use AI to enhance compliance and streamline operations 🤖 AI-powered intelligent documentation processes can manage and accelerate the processing of large volumes of documents. Optical character recognition (OCR) technology can automatically extract from images and convert it into machine-encoded text. This eliminates the need for manual data entry, speeds up the processes, and reduces errors. AI-powered risk-scoring models process vast datasets, identify patterns, and make accurate predictions. By analyzing historical data, AI uncovers insights that human analysts might miss, enabling personalized, fair credit assessments. It can also extend credit to underserved populations by incorporating alternative data like spending habits, income and employment. Source: Capgemini - https://shorturl.at/V90l4 #Innovation #Fintech #Banking #FinancialServices #Cards #Payments #KYC #Onboarding #Compliance #AI #Data #OCR #GenAI #Biometrics

Most HR teams think their onboarding is solid. → Laptop ready. → Paperwork completed. → First day meet and greet? Check. But here is the truth we see behind the curtain: Most teams skip the parts that matter most for long-term success. Here are two steps most teams forget during onboarding and what to do instead. 1. 𝗖𝘂𝗹𝘁𝘂𝗿𝗲 𝗰𝗹𝗮𝗿𝗶𝘁𝘆 𝘁𝗵𝗮𝘁 𝗴𝗼𝗲𝘀 𝗯𝗲𝘆𝗼𝗻𝗱 𝘁𝗵𝗲 𝗵𝗮𝗻𝗱𝗯𝗼𝗼𝗸 Telling someone your values is easy. Showing them how the team 𝘳𝘦𝘢𝘭𝘭𝘺 works is the magic. New hires do not struggle with the handbook. They struggle with the unwritten rules. Give them real language instead of vague gestures. For example, instead of asking… "Do you use Slack?" Try saying… "Our team lives in Slack during business hours. We expect same day responses for most messages and a quicker reply if it is from your manager or during core hours." Other examples to spell out clearly: • How often leaders drop in for updates • When cameras are expected on • How people give feedback • When it is okay to block focus time • Preferred communication style (short pings or detailed notes) And pair them with a culture buddy. Someone who can answer real questions like "Is it normal to send a calendar note before messaging the VP?" That saves so much social anxiety and avoids awkward first month missteps. 2. 𝗥𝗼𝗹𝗲 𝗰𝗹𝗮𝗿𝗶𝘁𝘆 𝗮𝗻𝗱 𝗺𝗲𝗮𝗻𝗶𝗻𝗴𝗳𝘂𝗹 𝗲𝗮𝗿𝗹𝘆 𝗰𝗵𝗲𝗰𝗸𝗽𝗼𝗶𝗻𝘁𝘀 A job title is not direction. People want to know exactly how to succeed. → Get specific. → Paint the picture. Instead of saying… "You will lead onboarding." Try… "In your first 30 days, you will run onboarding for three new hires. Success looks like zero missed system access steps, plus a feedback survey score of 4.5 or higher." Then schedule a 30 day check in. Not to judge. To support. Ask questions like: "What has been clear so far?" "What has been confusing?" "Where do you need resources or examples?" And tell them one thing they are doing well. Everyone needs a confidence anchor early. Strong onboarding is not fancy. It is clear, human, and consistent. Which onboarding detail made the biggest difference for you in a new role? If this sparked ideas, share it with another HR pro building better onboarding. #OnboardingTips #HRLeadership #PeopleFirst ♻️ I appreciate 𝘦𝘷𝘦𝘳𝘺 repost. 𝗪𝗮𝗻𝘁 𝗺𝗼𝗿𝗲 𝗛𝗥 𝗶𝗻𝘀𝗶𝗴𝗵𝘁𝘀? Click the "𝗩𝗶𝗲𝘄 𝗺𝘆 𝗡𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿" link below my name for weekly tips to elevate your career!

We spend weeks (sometimes months) hiring someone, then rush the part that actually sets them up to succeed. In a lot of businesses, onboarding is still treated like a box-ticking exercise with no real thought behind it. What people think onboarding is: 1 - A laptop set up on day one. 2 - A diary full of intro meetings. 3 - A branded pen and notebook. 4 - A few “welcome!” emails. 5 - A quick lap of the office. That’s admin. Not onboarding. What onboarding could (and should) look like: 1 - Pre-boarding that actually starts when the offer is accepted. The gap between resigning and starting is weird and unsettling for a lot of people. Silence doesn’t help. A simple plan, a call with their manager, a virtual office walk-through, even a coffee with the team goes a long way. 2 - A clear 30-60-90 day roadmap. Not performance targets. Expectations. What they’re meant to understand, focus on, and not worry about yet. 3 - Regular check-ins where people can ask the same question twice without feeling stupid. If people are scared to ask, they’ll guess. Guessing leads to mistakes. 4 - A real introduction to culture. Culture gets talked about endlessly in interviews, then rushed or ignored in induction. New starters notice that gap immediately. 5 - Onboarding that lasts longer than a week. Probation periods are often 6 months. Support should last just as long. Confidence doesn’t magically appear once the induction checklist is done. Most people don’t fail new roles because they can’t do the job. They struggle because they’re never properly set up to succeed. What’s the best or worst onboarding you’ve experienced?

SO YOUR OFFER OF EMPLOYMENT HAS BEEN ACCEPTED … NOW WHAT? Making new recruits feel valued before they start can be a powerful way to create a positive onboarding experience. Here are some ideas to make them feel appreciated and excited about joining your team: 1. Welcome Package: Send a personalised welcome package to their home before their start date. Include branded company merchandise, a handwritten note, and any relevant materials they might need, such as a company handbook or training materials. 2. Personalised Video Message: Create a personalised video message from their future team members, managers, or even the CEO. This allows new recruits to put faces to names and feel a sense of connection before they even step foot in the office. 3. Buddy System: Assign them a "buddy" or mentor who can reach out to them before their start date. This mentor can answer any questions they might have, provide assistance, and offer guidance throughout the onboarding process. 4. Virtual Welcome Event: If some of your team were not available to meet in person, organise a virtual meet-and-greet session. 5. Onboarding Portal or Website: Create an interactive onboarding portal or website that provides new recruits with all the necessary information about the company, its culture, values, and even fun facts. 6. Pre-Onboarding Training: Offer access to pre-onboarding training materials or courses that can be completed at their own pace before their start date. This helps them get familiar with important concepts and processes early on, allowing them to hit the ground running. 7. Social Media Shoutouts: Give your new recruits a warm welcome on your company's social media accounts. Share an introduction post or story highlighting their achievements, skills, and excitement to join the team. This public recognition makes them feel valued and part of a supportive community. 8. Regular Check-ins: Schedule regular check-ins with new recruits before their start date. This can be in the form of email updates, phone calls, or video meetings. It shows that you care about their transition and are there to support them throughout the process. Remember, the key is to personalise these efforts based on each individual's preferences and needs. By taking the time to make new recruits feel valued, you set the stage for a positive onboarding experience and a strong foundation for their future success with your company. What have I missed? What’s the best or worst onboarding experience you’ve ever had? #onboarding #recruitment #rec2rec

Signed up for 100+ SaaS products in the last 6 months. These are the 8 best examples of AI onboarding I’ve seen this year. Not hype, real AI used to onboard users in seconds. Took a few hours to put the onboarding flows on a Figma board, with some notes covering exactly how these companies use AI to get users to value faster. Here’s how they are using AI to cut time-to-value down to seconds 👇 1. Relay.app (Context > Content) Instead of asking 20 questions, Relay asks for your LinkedIn URL. The AI scans your profile and auto-configures your agents and workspace instantly. 2. Gamma (Execution > Guidance) Gamma doesn't teach you how to use the editor. It asks for a topic and generates a full slide deck for you in seconds. No more relying on "empty states." 3. Figma (Just-in-Time Education) Figma analyzes your behavior in the canvas. If you get stuck or pause too long, the AI suggests the specific plugin or feature you need right in that moment. 4. Zapier (Outcome > Templates) Templates have taken a back seat. Now, a Copilot ingests your desired outcome and builds the workflow for you. It uses your initial app selections to predict exactly which prompts you need first. 5. Notion (Conversational Setup) They replaced the static "welcome wizard" with an active AI chat. It uses natural language to configure your workspace behind the scenes. 6. Miro (Zero-Click Canvas) The first screen is a chatbot asking, "What are we working on?". It builds the board structure for you before you even learn the UI. 7. n8n (Teaching by Showing) The "Try an AI Workflow" option demonstrates a working example first, teaching you how to interact with the agent while giving you a feeling of immediate progress. 8. Instantly.ai (Embedded Support) While the main tour is traditional (tooltips), the real power is hidden inside. As you navigate, AI agents surface to handle complex setup tasks, proving you don't need to be "AI-Native" to be effective. Onboarding is evolving. → From: Teaching users how to use your interface. → To: Teaching AI what the user wants to do. Think I’m exaggerating? Watch your growth rate when competitors can activate users in seconds, while you do it in minutes. I compiled screenshots of all 8 flows into a Figma Board so you can see exactly how they work. I’m also covering how to do AI onboarding in a live workshop with Mickey Alon next week (Jan 28). Comment "AI Onboarding" below and I'll send you the link for both. 👇

I spent 5 years scaling Superhuman's white glove, concierge onboarding. …and another 2 years rebuilding it in product. My biggest lessons on effective product onboarding: It must be *opinionated*, *interruptive*, and *interactive*. ••• 🧐 Opinionated There's a million ways to use Superhuman, but only one correct way. We had unopinionated steps in the onboarding, like teaching "j" and "k" to navigate. But what really matters is Inbox Zero. Marking Done. Our most extreme form is Get Me To Zero — a pop-up that practically coerces you to Mark Done *everything*. This experience gets an astonishing 60% new user opt-in. New users want to experience something different; they want to learn. We pruned away the bland, and left behind pure, unfiltered opinion. Exactly what made our concierge onboarding effective. 💥 Interruptive We've all seen them before: checklists, tooltips, nudges. Inoffensive growth clutter that piles up in the corners of your app. We shipped all this and more. But it had precisely zero impact. Our most impactful changes were interruptive: on-rails demos, full-screen takeovers, product overlays. Arresting user attention is critical: if an experience is tucked away in the corner, it will be ignored. If it's ignored, it may as well not exist. 🕹️ Interactive You can't be Opinionated and Interruptive without being Interactive. It's a crime to force users to engage with non-actionable information. Instead, provide functionality: an action to take, setting to toggle, CTA to click. It's more fun AND users build muscle memory. There is something to do in every step of our onboarding. Perhaps that's how we get away with an onboarding nearly 50 screens long 🤭 ••• Final thought: if you're struggling with this flow, simply watch new users. Note all the places you want to jump in — there's your onboarding 👌 s/o to the very thoughtful Superhumans building this: Ben ✨Kalyn Lilliana Kevin Peik Erin Gaurav 💜 #plg #onboarding #activation

I spent 23 hours reviewing 91 AI product onboarding flows and compiled them all into the ultimate swipe file. Want it? I found gold. 🏆 Some serious fails. 🤦 And everything in between. The difference? Here's what changed my entire perspective on AI onboarding: Users are terrified of looking stupid with AI. They're staring at that blank prompt box thinking: "Am I doing this right?" "What if I break it?" "Everyone else seems to get it..." So the winners design onboarding that makes people feel like AI wizards from day one. 🎯 The game-changers I discovered: 🧠 Anthropic Claude shows you use cases with ideal prompts pre-written → Result: No more paralysis from staring at blank prompts 🎥 Fathom - AI Meeting Assistant lets you demo with yourself → Result: Eliminates the social anxiety of "trying AI in front of others" 🎯 Relay.app segments based on automation experience → Result: A dev and a marketer get totally different paths 📝 Sudowrite walks you through creating fiction with prompts → Result: You write your first AI story in minutes (they hold your hand through every step) The worst onboardings? They dump you into a blank interface and say "good luck!" (Looking at you, [redacted] 👀) Why this matters for YOUR product: Every confused user = Lost revenue Every "aha moment" = Lifetime customer I compiled all 91 examples into a FREE AI Onboarding Swipe File. The good, the bad, and the "what were they thinking?" 📌 What's inside: • Screenshots + analysis of each flow • Video walkthrough • My personal notes from testing each one Want it? It's easy: ➜ Like this post (helps others find it) ➜ Comment "🤖" below ➜ Send me a connect request (so I can DM it to you directly). — ♻️ Repost if you think AI onboarding needs to be more human — P.S. What AI product onboarding blew your mind recently? I'm adding new examples to this resource weekly.

What a monumental waste of time. 30% of employees leave during the first 90 days on the job (Job Seeker Nation 2023). That is ridiculous, expensive, and completely avoidable. Great onboarding isn't hard, it just takes a little intention. Try this... 01. It starts the second the contract is signed. Send them paperwork so they don’t have to spend their first day filling it out - things like payroll and tax forms, benefit applications. Include your employee handbook so you can address any of their concerns in advance. Send their equipment and passwords in advance to their home. Ensure they have an IT contact for any problems. 02. A few days before they start work... Send them a note sharing how excited you are to have them join your team. Let them know what time they need to arrive, where to park, who to ask for and what the dress code is. Send them an agenda for their first week so they know what to expect. 03. Announce your new hire to your current staff. Send an email to your current staff (cc the new employee) introducing their new co-worker about a week in advance. Share what the person’s role will be, include a headshot, a brief bio and something fun about the colleague so your team can welcome your new hire on their first day. Organize a team lunch for that day. 04. Set up their workstation before they arrive. Make sure they have someplace to land on their first day by getting their workstation set up. Consider leaving something to make them feel welcome, like notes from their new co-workers, notepads with the company logo or a coffee mug. 05. Set expectations early. On day 1, discuss what you need from them and what they’ll receive from the company to help them achieve their goals. Provide them with a detailed job description and a comprehensive list of their responsibilities - along with a 30/60/90 day plan that tells them what will be expected of them for each milestone. Discuss how their job fits into the bigger picture and helps the business meet its goals. 06. Check in frequently For the first month, the leader should meet with the employee at least once a week for regular check ins to identify any concerns early on and allow the employee time to ask questions and give feedback. 07. It's never too soon to discuss career aspirations. Talking to your new employee about their career aspirations tells them you care from the onset. It's a great time to discuss a longer term career plan.

Most new hires don't fail because they can't do the job. They fail because we don't teach them how. We spend months recruiting the perfect candidate, then throw them into the deep end with a laptop and "good luck." But the best companies know something different. They understand that the first 90 days aren't just about orientation - they're about transformation. Here's the 30-60-90 framework that turns confused new hires into confident contributors: Days 1-30: Learn & Assimilate Focus on cultural integration and foundational knowledge. Give them small wins to build confidence while they absorb your mission, systems, and workflows. Days 31-60: Contribute & Collaborate Shift to independent contribution. Assign real projects with deliverables.  Expand their network through cross-team collaboration and establish regular feedback loops. Days 61-90: Lead & Innovate Full autonomy on core responsibilities. Encourage strategic thinking and fresh ideas. They should be mentoring newer hires or learning from senior team members. The magic happens when you combine three elements: → Structure: Clear expectations for each phase → Ownership: Let them shape their own learning journey → Support: Pair them with a buddy and celebrate small wins Most companies treat onboarding like a checklist to complete. The best companies treat it like an investment to maximize. A strong 30-60-90 plan doesn't just help new hires succeed - it transforms them from "just another seat" into high-impact contributors who stay, grow, and refer others. What's the biggest onboarding mistake you've seen companies make?

Onboarding is never just onboarding. Some products let you enter quickly because they don’t want to slow you down. Some products force you through setup because they don’t want you to feel lost later. So I designed both directions for the same product. The first one lets users sign in and land straight on the dashboard, then complete setup gradually. The second one makes users complete the setup first before they can fully enter the product. None of them is automatically right or wrong. They just create different feelings. One feels like: “Come in first. We’ll guide you as you go.” The other feels like: “Hold on. Let’s set you up properly first.” And this is where you need to be careful. In 2023, Brian Chesky shared during an Airbnb product discussion that reducing unnecessary steps and helping users reach value faster became a major focus because every extra layer in onboarding increased drop-off and reduced trust. Around the same time, Duolingo’s product team explained in interviews how guided onboarding and early personalization helped improve retention by making users feel confident before fully exploring the app. So this is not just UI conversation. It is business conversation. Are we optimizing for speed? Or are we optimizing for clarity? The hardest part of this design is not the screen. It’s deciding which flow actually fits your product. Part of the decision you make here can either reduce drop-off by 22%… or increase drop-off by 80% 😂 Which flow would you bet your product retention on? Fast access or guided setup?