» One definition of value is the impact of a product team’s work on the company’s success
» To deliver value quickly as a new starter, understand people, problems, context, process and culture
» We rarely show value to users, the business and others affected by our product on the same journey map – why?
The most successful games and products share a common attribute: they help the user become more skilled throughout their journey. Customer onboarding is a continual process.
» The best moment to teach a user to use a new feature is when it is valuable for them
» Uncompleted tasks stick in a person’s memory, completed tasks are more easily forgotten
» Provide a safe, controlled environment to help users experiment and learn a new skill
» Keeping your users’ attention means minimising cognitive drain
» Customer onboarding is a continuous process
» Video games use contextual nudges to teach players how the game works
» A new customer success team builds trust by prioritising people, then process
