Overview
Personalization makes users feel like the product was designed specifically for them. It fosters emotional connection, enhances satisfaction, and promotes long-term retention. By delivering meaningful experiences that reflect user needs, products can foster lasting relationships and sustained adoption.
Personalize with inputs
Use both user-provided and system-derived inputs to shape onboarding experiences.
1. User-provided inputs
Ask users what they want to achieve and use their responses to guide their journey. Examples include onboarding surveys, goal-setting prompts, or feedback buttons.
2. System-derived inputs
Use instrumentation to identify user and community behavioral patterns to identify and surface relevant recommendations, such as feature tips, onboarding guidance, content suggestions, or timely assistance like help articles or in-app support.
Personalize with outputs
1. Predetermined
Ask users what they want to achieve and use their responses to guide their journey. Examples include onboarding surveys, goal-setting prompts, or feedback buttons.
2. Adaptive
Leverage personalization inputs to shape future adoption paths based on users’ past behavior. By identifying usage patterns or signs of disengagement, you can proactively trigger re-engagement nudges or deliver tailored support. These adaptive strategies not only increase product stickiness but also guide users along proficiency-building journeys, helping them unlock the full value of the software.
Personalize by learner types
Use the Bartle taxonomy to support different user motivations and engagement styles. Originally developed for gamers, this framework helps tailor onboarding to four types of learners:
Type | Description | Motivations | Mechanics |
|---|---|---|---|
Killers | These users pursue being viewed as leaders in their space. They are interested in pushing the product to the limits and using features that help them stand out or outperform. | Winning, Peer-to-peer competition, Self-competition | Points, Ranking systems, Leaderboards, Badges |
Achievers | These users are driven by progress and mastery. They love hitting goals and work best when guided deliberately through the experience to discover new features. | Goals, Mastery, Rewards | Levels, Achievements, Customization, Progression |
Explorers | These users enjoy deep-diving into the products on their own terms to tinker with the experience and uncover features that matter to them. | Discovery, Autonomy, Control | Hidden content, Worldbuilding, Collection |
Socializers | These users are motivated by connection. They thrive in collaborative tools, engaging with communities, and curating learning paths for their peers. | Social connections, Community, Collaboration | Share, Trade, Gifts, Co-play |
By integrating these models, onboarding becomes more personalized and impactful. It enhances engagement, supports retention, and helps users build lasting proficiency.
Personalize with educational models
Users absorb information in different ways. A blended approach to onboarding ensures that learning feels natural and supports long-term proficiency. Each model offers a unique way to support user learning. Combining them creates a more flexible and impactful onboarding experience.
1. Constructivist (Active)
Users build knowledge through experience and problem-solving. They learn by doing, rather than by being told.
How it works:
- Encourages hands-on learning through real tasks
- Supports active discovery and experimentation
Examples:
- Interactive how-tos for configuring accounts or dashboards
- Sandbox trials where users can try features without risk
2. Social (Collaborative)
Users learn through collaboration and peer interaction. They learn by observing, imitating, or engaging with others.
How it works:
- Builds community-driven learning environments
- Encourages shared learning and peer support
Examples:
- Forums or communities for connecting with experienced users
- Mentor programs and real-time support via chatbots or live help
3. Experiential (By doing)
Users learn by doing and reflecting. They gain knowledge through direct engagement and iteration.
How it works:
- Simulates real-world tasks
- Encourages reflection and repetition
Examples:
- Role-specific scenarios like solving support cases
- Missions or challenges embedded in the product
4. Flipped (Pre-learning and Active)
Users receive preparatory materials before engaging with the product. This allows onboarding sessions to focus on practical tasks.
How it works:
- Prepares users ahead of time
- Shifts in-product time toward action and application
Examples:
- Pre-boarding emails or videos
- Hands-on onboarding for users who arrive informed
5. Cognitivist (Mental models)
Information is structured to build accurate mental models. Users learn by organizing and connecting concepts.
How it works:
- Surfaces features at the right time to avoid overload
- Builds logical pathways for understanding product structure
Examples:
- Feature hierarchies and progressive disclosure
- Just-in-time placements that match user motivation
6. Banking (Passive)
Users passively receive information. They are treated as recipients expected to absorb knowledge without interaction.
How it works:
- Delivers static content with minimal engagement
- Risks cognitive overload if used alone
Examples:
- Long manuals or informational videos
- Heavy reliance on FAQs and documentation
Takeaways
- Personalized onboarding adapts to each user’s goals, context, and behavior to deliver relevant experiences.
- Inputs can come from user responses or system data, shaping tailored guidance and support.
- Outputs can be predetermined for quick value or adaptive for long-term engagement.
- Mapping learner types using the Bartle taxonomy helps support diverse motivations and styles.