Definition
Customer onboarding is the process of helping new customers get started with a product and reach an initial goal. It can include guidance, setup, training, and support. A short onboarding video may show one first task, such as configuring a workspace, while leaving room for users to learn at their own pace.
Scenario in a product workflow
A new account might need to connect a data source before creating its first report. An onboarding sequence can split this into separate videos: connection prerequisites, the first report, then sharing. This gives users a way to find the stage they need without replaying a long overview.
How to apply it
Break onboarding into first-use milestones. A video can cover one milestone at a time, with written help available for setup branches and exceptions.
A practical review
List prerequisites, the first meaningful task, the success state and where to get help. Test the video with a new user and divide it when one clip tries to cover account setup, product basics and advanced settings together.
A decision to make before production
Organize onboarding assets around milestones users can recognize, such as connecting data or sharing a first report. Track help requests and task completion to identify which step needs a clearer explanation.
How it differs from product tour
Customer onboarding is a broader process that can include setup, training and support. A product tour is one possible guide within it, often focused on where features live rather than a customer's full first-use journey.
When a team uses the term “customer onboarding” in a brief or review, agree on the intended meaning before production. That prevents the script, visual plan and success measure from drifting apart.
Related terms
Frequently asked questions
How is customer onboarding different from product tour?
Customer onboarding is a broader process that can include setup, training and support. A product tour is one possible guide within it, often focused on where features live rather than a customer's full first-use journey.
What should a team check when using customer onboarding in a product video?
Break onboarding into first-use milestones. A video can cover one milestone at a time, with written help available for setup branches and exceptions.
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