Digital onboarding: 7 tips to optimize your customer registration
Does that “we only need 7 seconds to form a first impression” sound familiar to you?
The first impression applies to all areas of our life. In your app or on your web platform, the first impression is your registration process. This is why it is so important to your business.
The online registration of your new clients is your cover letter, it is the first point of contact they have with your platform.
If we generate a feeling of frustration or confusion before our client starts using our product… It is possible that these feelings accompany the user in the future, resulting in the abandonment of the platform and / or not loyalty.
Before starting to use you application, you have to show you user the value and security that your platform provides.
Remember that optimizing the experience of your users will help you improve the conversion rate during the registration and, for the same investment in user acquisition, you will be able to increase the volume of new users.
How to improve customer registration?
If you are looking for a magic formula to carry out a good onboarding process, we anticipate that it does not exist.
The onboarding of your new clients has to start with them. It is mandatory that you design it with their concerns and goals in mind.
It is key to understand your client perfectly and reply to the next question: How do you improve their life?
If you already have data, draw patterns of behaviors, study them thoroughly and improve them. For example, when do your users get stuck? Which section is slower?
It’s about offering an intuitive, easy and fast user experience (UX). We don’t want our potential customer to think too much about how he has to go to sign up for our website or app, it has to flow.
The most important thing is to leave no room for doubts and that our user, whatever the type, has it easy when registering on our platform.
In our case, at Alice, to arrive at our current frictionless solution ourselves, we have conducted extensive testing, extensive monitoring, and mapped multiple streams to deliver the best possible product. And to this day we continue working to reduce any type of friction that may arise.
📌 A frictionless solution is a solution that makes it easier for our client to meet their goal. In other words, it is a solution without difficulties, such as waiting times, numerous operations, contradictory symbols, etc.
7 tips to make your clients fall in love during their registration
Next, we present our top 7 recommendations to optimize the automatic incorporation of new users :
1. Avoid unnecessary steps and problems
It’s not as obvious as it sounds. Just ask the necessary questions.
Drop-down menus with generic questions like “nationality”, “country”, etc. can be confusing. Are you referring to my nationality? The issuing country of the document?
Reduce the probability of error in each selection by explaining well what you mean. You will save time for your client and your company, since you will avoid incorrect records in which users select the wrong type of document.
Aren’t you going to use your client’s phone? Well, don’t ask.
Do not waste your customers’ time asking them to fill out unnecessary forms.
📌 Take advantage of OCR technology to automate the extraction and reading of identity documents. So your clients won’t have to fill out so many requests. (Ask us if you want to know more!)
2. First things first
A digital onboarding process involves capturing photos, selfies, documents, etc. Check from the beginning your users know what they need. Do not take them by surprise in the middle of the process, it is very frustrating that they have to cancel the process halfway because they do not have the passport at hand.
3. Be clear and precise. Don’t innovate (where you don’t have to innovate)
The registry will, in many cases, be your first point of contact with your online client. At this point they will become familiar with your app and your style. Even if they have not seen everything you offer, they will think so. That is why it is important they like what they see from the beginning.
Make it very, very, very easy and make your customer feel safe, offer them functions and symbols that we all know so that he can move forward as soon as possible.
4. Have a plan B (and C, D, E …)
In case something goes wrong, what do I do?
Another important tip is to always offer alternatives: temporary documents while waiting for the final one, difficulties in reading the document due to deterioration, a device with a damaged camera, etc.
If something unexpected happens, the user in question may have to wait a little longer to complete the onboarding, but he will understand and appreciate it much more than a simple rejection.
5. Rely on proactivity, trust and transparency
Your client is a demanding client, he seeks his benefit, but he is a person. If you’re wrong, show them your human side. If something doesn’t work, explain why, they’ll appreciate it.
6. Step by step
Progressive incorporation will help you not to overwhelm your client with functions and requests (which, most of the time, they will not use).
Offer you customers new information little by little, as they navigate your platform.
Provide instructions related to the specific pages that user visit. They will get what they need at the right time.
Have you heard about the “WOW” effect and the “AHÁ” effect?
The first one serves to surprise your users while interacting with your app; the second one guides them to complete an action or process.
Both help us to create an emotional bond between the client and a platform. Review as many examples as you can and adapt the one that best suits your business.
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