Besides the fact that the client may have no knowledge whatsoever about how a SaaS tool might work, I believe that the other thing that bothers us is that what if the client is a pro at using the type of tools we sell. If the client knows the use of the tool well, they sometimes get easy disappointed in how the tool works during the onboarding process and may even leave during the same time.
At Specify, the onboarding experience is *vital.*
We're building an API that helps EPD teams set up design CI/CD workflows. Most users sign up, set up their pipeline, and never return. The pipeline is up and running, and "it just works."
During this setup moment, we want users to reach their Aha moment as soon as possible. We made many iterations — and are still iterating! — to optimize it.
The onboarding experience is what makes users fall in love with the product 💜