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In-app Training to Educate Users About Advanced Features
In-app Training to Educate Users About Advanced Features

Help new and current users who need your support to learn further and adopt a feature.

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Written by Efehan
Updated over a week ago

Use Case

Adopting advanced features (secondary and tertiary) is critical for user retention once the initial onbaording stage is behind, and using them usually requires a basic knowledge of your product.

In-app training allows you to teach your complex product to your users. It guides them in the right direction while ensuring users discover how to use and benefit from advanced features. How? By:

  • Introducing the feature, its capability, and the solution it provides

  • Making learning interactive, so users could easily remember what they learned

  • Giving 24/7 access to education and users don't have to leave the product

This guide will focus on building an In-app training walkthrough to educate users about an advanced feature. We'll cover:

  • Creating the training walkthrough

  • Placing the guide into a Resource Center

  • Targeting the correct users

  • What metrics will this impact?

The final look of the walkthrough will look similar to the example we created below:

Creating the training walkthrough (step-by-step)

Let's begin by creating the actual content.

1-) Launch the Chrome Extension to create a new Guide

  • Navigate to the platform page where you'd want your walkthrough to start and open the Chrome Extension.

  • Then, click + Guide, enter Guide's info, add a new step and select the "Side Notification" template under the Modal section.

Pro tip: The first step is where we convince users to go on this journey. Thus, it would be best to motivate them to start the tour and underline the goal to be reached. Then, talk about the benefits of discovering this new feature or speak to any pain points you're going to solve with a guide.

2-) Adding and editing tooltips

You can use tooltips to direct users through the action you want them to take. For example, users either could click a button in the tooltip to progress or click on the selected area to which the tooltip is attached.

  • If you want the user to click the element, you can select the "Element" as your proceed option.

  • Then, continue to add tooltips to walk your user through the significant steps of the flow.

Pro tip: Make sure that the information given has a new, immediate value, and don't explain UI elements that are already easy to understand. Show one at a time and give users time to act on and digest.

Pro Tip: end your tooltip workflow with an action-driven tooltip on the button that creates or saves what the user has just done.

  • Celebrate the success at the last step! Positive reinforcement is a great way to increase user engagement.

3-) Customize

UserGuiding gives you the ability to customize the walkthrough fully.

  • Visuals draw users' attention and can give a visual tip related to the content of the flow.

  • You can also fully customize the look & feel of the Guides with Customized Themes.

  • If you have a Theme you're ready to use, make sure this walkthrough is using it.

Placing the guide into a Resource Center

You can control which user segment and under which conditions or via which custom trigger method your walkthrough triggers.

Providing an in-app training experience as a part of a Checklist or Resource center will allow users to access education 24/7 without leaving the product.

  • To achieve this, you use an existing Resource Center or create a new one so that you can add your walkthrough as a module.

Targeting the correct users

You can segment users based on the actions they have already taken or not taken. For example, on advanced features, training users that are familiar with your product is preferred.

If you think the advanced feature will benefit only a specific group of users, you can segment by user type. You can achieve this by sending property to UserGuiding.

Once you decide on the segment, don't forget to set it to the guide you've created.

Testing the experience

Setting the audience to Only Me will limit the Resource Center or the Guide to display for you and your colleagues.

You can navigate to a page where the training walkthrough should display, test it to see what it will look like, and publish it when you're ready.

What metrics will this impact?

  • Activation and retention. Faster and easier time-to-value increases your chances of engaging users and retaining them for a more extended period.

  • (Sticky) Feature adoption by getting users to adopt a feature that helps them solve a crucial problem.

  • Growth by decreasing the churn rate and attracting new users.

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