Onboarding Framework Phase 3

The client does not know what they do not know.

Unconscious Incompetence

The client recognizes their lack of knowledge and understands the journey ahead (the goal of Onboarding).

Conscious Incompetence

The client has understood the material and can begin performing tasks (the goal of Adoption Implementation).

Conscious Competence

The client performs tasks fluently over time through the Value Realization phase.

Mastery

Time to Value (TTV)

The concept focused on the speed at which a customer begins to realize value from a product or service after purchasing.

Risk Reduction

The strategy to minimize potential losses. If a product costs $200,000$ and zero value is returned, the full amount is at risk. If $50,000$ value is realized, the risk is reduced to $150,000$.

Maximizing Total Value

The principle that early value generation leads to increased cumulative value over the product's lifetime due to prolonged active value creation.

Psychological Comfort

A state achieved by providing information, education, and enablement to reduce customer anxiety and build confidence.

Self-Service and Automation

Tools provided to customers, such as self-help portals, allowing them to work independently and take ownership, accommodating their time zones.

Onboarding

The pre-flight check ensuring all passengers are seated, luggage is stowed, seats are upright, tray tables are away, and seatbelts are secured; essential before a plane can taxi or take off.

Adoption/Journey

The actual flight across continents, representing the ongoing process of utilizing and integrating a product or service.

Onboarding Scope

Short-term informational and safety checks that confirm key stakeholders understand the journey ahead.

Adoption Scope

The delivery of knowledge, skills, resources, and support to ensure users are ready to undergo the journey.

Welcome Kit Definition

A structured package providing foundational information to the Senior Project Lead (SPL) and other stakeholders.

Core Contents of the Welcome Kit

Includes solution components, features, functions, purchased quantities, licensing details, access instructions, support/training resources, FAQs, and Quick Start Guides.

Preferred Medium for Welcome Kit

Digital format is preferred for version control; glossy printed versions may be suitable for high-end boutique products.

Structure of the Welcome Kit

A core document for basic facts with detailed appendices for data-driven decision-makers to avoid information overload.

Introductory Video Length

A 'bright and breezy' introductory video approximately 1 minute and 20 seconds long is recommended for high engagement.

Personalization for High-Value Accounts

Customized kits are suitable for accounts worth $\$50,000$ - $\$100,000+$.

Standardized Templates

Necessary for lower-value accounts, such as those around $\$500$.

Call to Action (CTA)

Every kit must include clear next steps (e.g., 'Create account,' 'Schedule session') and utilize the WIIFM principle (What's In It For Me).

Personalization and Segmentation

Kits should be tailored based on product complexity, customer segments, or client maturity.

Delighting the Customer

Use onboarding to deliver early, unexpected value beyond what was promised.

Sign-Off Method

Implement a check-box system or online milestone tracking to confirm stakeholders have read and understood the journey.

Importance of Maintenance

Broken links or outdated screenshots result in low CSAT and NPS scores; someone must be responsible for keeping assets evergreen (via RACI matrix).

Monetization

Basic onboarding is included in product cost; companies may charge professional service fees for advanced levels (Onboarding as a Service).

Bundling

Clients can select between basic tiers (no additional charge) and premium bundles that include detailed technical setup or extensive user readiness training.

Gap Analysis Questions

To determine content for paid service, ask: 1. Who does these things now? 2. When or how often do they do them? 3. How well (quality and quantity) do they do them?