- Malarvizhi V
We're spending each day building features that solve your customers' problems in some way. But, did your users know how to utilize the feature you're created for them? If not, how long will your users take to understand your platform and workflows?
The help page you created for your users like 'how to use' or 'how this feature works' is enough to understand your product? Sure it helps! But, user experience is more important. And, that's the number one priority you need to consider before launching your SaaS product.
Yes, No will be a fan of learning how to use new software for a long time. It should be in a flow of doing and your product set up not exceed more than 10 minutes. The process of your product should be smooth and easy to understand.
A learning process is hazardous if you give a free trial. Customers will sign up, wander around without any idea what they should do, and then leave your software without looking back. This is a general scenario, especially for new customers. Let's say if someone upgrades your software only after knowing the amount of effort they need to put in to understand it.
Your product contains a lot of steps and a long way paragraph to use it. Think of the customer's patience! Here, It won't help you transform trial users into customers or decrease the churn rate.
People always prefer to use intuitive platforms that provide them with a seamless and hassle-free solution to their problems. Of course, there are some complex platforms whose vital business model is related to setting up various companies' tools. But with start-up SaaS companies, you must make the entire learning process painless as much as possible. To help you with that, we've collected a few tips for you to follow!
Please grab a cup of coffee; it's time to learn the tips.
1. Give your users a bird's-eye view of your platform first
As a beginning step, you need to begin by knowing what steps your customers will need to finish a project. For that, you'll need to build a user-flow diagram.
- Check the scenarios in which the users might interact with your platform.
- How well do they attain specific goals?
- What are the potential ways they might take to understand them?
- Can you be able to visualize all the possible customer journeys within your platform in a user-flow diagram?
- It's critically important to have things as easy as possible by decreasing any clutter and eliminating any extra steps.
On the other hand, you need to include your customers' elements to understand first before starting to do their tasks. For instance, to score the website traffic, they'll need to know how to do it first. You need to figure out your customers' knowledge and skills to finish the tasks at every step. This simple method will provide you with a bird's-eye view of the learning process and help you determine what you need to simplify.
2. Don't overpopulate the steps
While experimenting with the learning process, you might plan to make some things simpler to achieve. Instead of getting your customers to accomplish a task in 10 steps, It will be easier to reduce it to six. The quick and easy steps a user must take to attain their results, the simpler they could understand your product.
3. Focus on your user feedback
That's a crucial one. Sometimes, you may believe that a particular step is simple to accomplish, only to determine that people have issues. Instead of proceeding with your anecdotic confidence, focus on your users' feedback.
With Hellonext, you can create feedback boards where your customers can quickly provide new feedback about your software.
You can utilize Hellonext to gather customers' suggestions about your platform and then share your roadmap to let them know you're working on what your customers request.
With Hellonext, you can build and share your product's roadmap.
If customers submit feedback about something being too hard, then fix it; improve it. And ensure you set it and let users know about it by updating the status of the feedback (if you're using Hellonext feedback boards).
Don't follow the way that you're redirecting your users to your help center or onboarding blogs. This won't help. If customers are too busy to read this, they will feel annoyed. So please pay attention to their feedback and take action by improving the use of your software.
4 Prepare an easy to understand help pages
As I said before, help pages or documentation help to learn the feature by covering all the questions like,
- Why is this feature added?
- What is the use of it?
- How to use it?
- What are the other possible ways of using it?
Help pages crucial in improving the easy learning curve for your new customers. To make this even easier for your customers, hire a professional content writer, and ensure that the sentences and tips are simple to understand and act upon.
5. Visualize, don't narrate
Most of the SaaS companies have plenty of articles on their website help center and believe that customers will utilize them and understand how to use the platform. It's always better to have a document containing all the steps of using the software. However, to make things simpler for your customers and improve the learning process, you can also record short demo videos to understand how customers can do a particular task with your platform.
This strategy might also be efficient to attract new users. They'll sense that your product is simple to understand and use, so they'll immediately sign up for a trial. Remember, while teaching others about how your platform works, it's always better to show it practically than just narrating it.
Your software may need a certain degree of complexity. Also, the learning process your customers must overcome can be hard to a certain level. However, your number one priority should be to improve your new customers' overall customer experience so they'll keep utilizing your product. Begin by figuring out all the steps customers must take to accomplish a task, along with the knowledge and skills they require. This understanding will provide you with a preview of the complexity of your product. Next, you may want to simplify and decrease the steps to improve your product more.
Focus on your users' feedback. You may believe your platform is simple to manage; maybe it is! Yet still, you need to keep an eye always. I hope. These actions mentioned above will help to thrive the learning process to make it simple and help people attain their results quicker with your platform.