Onboarding challenges in an ERP

The aim of this project was to create an onboarding experience for new users of a complex legacy ERP system. The main business objective was to cut training costs, as a dedicated team was spending significant hours instructing clients on how to manage their daily tasks within the ERP product. We introduced a Time to First Value (TTFV) KPI to determine if the onboarding journey enables new users to reach their first meaningful outcome or complete a key task within the system more quickly.

Data-driven success

An ERP system without a proper onboarding feature can lead to significant operational inefficiencies, higher support costs, and lower user satisfaction. Stakeholders need to prioritize onboarding to ensure smooth adoption and maximize the ROI of the ERP implementation.

Our main objective was to improve user experience by making measurable gains in Time to First Value (TTFV). Consequently, we saw an impressive increase of nearly 56% in users who reported that the onboarding journey significantly simplified their work and speed up their proficiency with the new system. This led to significant decrease in support tickets.

Does lack of onboarding hinder new users?

During a Discovery session with one of our clients, we found that their ERP software lacked initial guidance, making it hard for new users to navigate and manage their daily tasks effectively.

Imagine entering a new city without signs or welcome information. You'd have to rely only on your instincts, which isn't an efficient way to orient newcomers. This discourages them from staying.

This problem was particularly challenging for the business because it slowed down process automation. Every time the system was integrated for a client, a dedicated team of professional trainers had to work with the client's staff to teach them how to use the system. This led to excessive resources being repeatedly invested in redundant support activities.

A screenshot of the ERP system's landing page, where no onboarding is being presented to new users.

Defining the problem

To address the challenge, our client aimed to improve onboarding by using extensive platform documentation and lengthy tutorial videos. However, this approach isn't optimal, as people today prefer more intuitive methods for quick onboarding. Consequently, they often skim through these materials because they are time-consuming.

Text-heavy Documentation

While detailed documentation is essential, it doesn't necessarily mean it's the best way to onboard users. If it's not easy to navigate, it can be time-consuming.

Lengthy, unengaging Videos

Videos are helpful, as research shows users often prefer watching videos to reading. However, long videos can be boring and not very engaging.

Team of professional Trainers

Many ERP companies use teams of trained professionals to support their clients. However, this approach can be expensive for the business and depends heavily on human involvement.

The solution - automated, role-based user onboarding experience

To accommodate the diverse needs of ERP users, we designed separate paths tailored to the unique requirements of the primary job roles that use the system. The goal was to guide first-time users through the basic structures and main functionalities of the interface. Emphasizing simplicity and friendliness, we ensured that anyone testing the system could easily understand its essential aspects without needing extensive assistance.

Introduction screens of the role-based onboarding experience.

Gamified onboarding - an interactive path to engage users

We developed a set of built-in educational features. By using gamification, these tools offered practical, self-guided learning methods that new users found interactive and engaging. Effective UX writing practices also helped simplify the system’s language, making it easily understandable for everyone.

This approach not only streamlined the onboarding process but also sped up the learning curve, allowing users to quickly become proficient with the platform.

To further enhance user satisfaction after completing tasks, a success message was created. After finishing the onboarding journey, users can always access help via the Help Center, located on the right side of the screen.

Screenshots of the gamification onboarding experience. Introducing step by step process.

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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