How to create a good mobile onboarding process.

Complex or error-ridden onboarding processes contribute to a high abandonment rate, while a well-defined process stands out.

When talking about mobile devices, the onboarding process is even more delicate. There are an increasing number of users who use mobile for their onboarding and transactions, but there is a high abandonment rate caused by deficient onboarding processes.

What can we do so that our onboarding process improves our conversion and increases our client base?

The following steps facilitate the process for users, reducing abandonment and establishing solid groundwork for the future client-company relationship.

  1. Give users a warm, friendly welcome. This is the first contact with the company, a first impression.

  2. Adapt the tone of the conversation to your ideal user. You don’t always have to have a standard tone: your users may be more receptive to a formal or informal tone.

  3. Simplify the registration process and request it only when necessary. Don’t ask for more information than you need at the time; you can ask for it later. And don’t make users register just because.

  4. Justify why you are asking for personal information and what you are offering in exchange. Registration works when users understand that it is necessary to access certain functionalities, in response to the user’s action.

  5. Talk about benefits, not functionalities. This is one of the most common errors, and users abandon the process because they don’t clearly see what registration will provide them.

  6. Display only one idea or message per screen. Screens overloaded with messages lead to rejection and a high abandonment rate.

  7. Indicate progress or where users are in the process. Also, it is much better to indicate the place in the process, for example step 2 of 5, than a percentage, such as 75% complete.

  8. Have a progressive onboarding process. You don’t want to explain everything on the first screen. This also allows you to adapt the onboarding to different user actions.

  9. Allow users to skip optional steps or tutorials. The information that you offer may not interest all users.

  10. Use images instead of text whenever you can. They are easier to understand and generate a faster user response.

  11. Try to make the screens self-explanatory and intuitive. It’s much better to show than to tell. If it requires a lot of explanation, or if it’s not understood without explanation, check whether there is a usability problem with the functionality itself.

  12. Personalize the process with information that you already have about the user: name, image... Abandonment is much less likely if the process is personalized.

  13. Allow users to continue the onboarding process later. If, for any reason, they have to leave, try to make it so they don’t have to start from the beginning.

  14. Offer immediate incentives: points, exclusive content... How will users benefit from finishing registration at this exact moment?

  15. Allow registration with social networks, in addition to the account itself. Any function that facilitates user registration and saves time increases conversion.

  16. Choose the words you use carefully: always send positive messages. Language is very important when creating a positive connection with the user.

  17. Offer other communication options later: Text message, email... Think about the long-term relationship, not just about finishing the onboarding process.

  18. Always personalize communications before, during, and after onboarding.

  19. Make explanations interactive. For example, if there is an autoscroll button, you can show it instead of explaining it with text.

  20. Do not leave any blank screens. Use them to encourage action.

  21. Ask for permissions only when you really need it. Users may withdraw if they consider the permissions excessive for the functionalities being offered.

  22. Congratulate users when they finish the process or a step. Any positive message contributes to creating an emotional connection that will make abandoning the process more difficult.

  23. Analyze in order to constantly correct and improve the process. Analyze both the critical points where you lose users and improvements to optimize any phase of the process.

User experience is the most defining factor of an onboarding process. The easier, faster, and more agile the process is, and the greater the connection and personalization perceived by the user, the lesser the chance of abandonment of the process.

Sources: ICAR, Kishan Gupta.