Lost in the demo: facing new user onboarding challenges in an ERP

Unguided ERP demo hinders new user engagement

During a Discovery session with one of our clients, we discovered that their ERP software demo lacked direction, preventing new users from experiencing the application before purchase.

Imagine entering a new city and there’s nothing to guide or welcome you. You would have to rely entirely on your gut and instinct. That is not a productive approach to showing new people around. Hence, nobody would like to stay.

Besides the users, that was especially problematic for the business as there was a clear lack of UI process automation to convert clients without the help of an affiliate. Hence, too many resources were constantly reinvested in redundant support activities.

Automated, role-based user onboarding experience: a hands-off conversion method for the staff

In addressing the challenge, our efforts focused on leveraging the client's extensive platform documentation and lengthy tutorial video material to create an intuitive onboarding experience. To match the various ERP users’ needs, we designed separate paths, each accustomed to the unique needs of the main job roles that try the demo. The aim was to guide first-time users through the basic structures and main functionalities of the interface. The emphasis is on simplicity and friendliness, ensuring that anyone trying the demo can easily grasp the essential aspects of the application without requiring extensive assistance.

Gamified onboarding, an interactive path to seamless ERP mastery

We designed a set of native, educational features. Leveraging gamification, those functionalities applied practical, self-taught methods of learning which new users found interactive and compelling. Through effective UX writing practices, we also streamlined the platform’s language, making it easily understandable for everyone.

All of this not only simplified the onboarding process but also accelerated the learning curve, empowering users to become proficient in utilizing the platform in a manner that is both easy and fast.

OUTCOME

The future: giving every client the chance to create a custom onboarding tailored to their business

This feature will empower each client to effortlessly configure a customized onboarding experience within the ERP’s UI, catering to the unique needs of their users. The vision is to provide flexibility through automation, allowing clients to tailor the onboarding process to align precisely with their users' requirements. This not only enhances user engagement but also fosters a personalized and efficient learning journey within the ERP platform.

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