What finally made us rethink SaaS onboarding?

For a long time, we assumed that if users had detailed documentation, tutorial videos, and a help center, they would be able to figure things out on their own.

The reality was very different.

Users still asked the same questions:

• "Where do I find this?"

• "How do I complete this workflow?"

• "Why isn't this working?"

It made us realize that the issue wasn't the lack of documentation—it was the timing. When someone is stuck, they don't want to leave the product, search for an article, or watch a 10-minute video. They want help right there, in the moment.

That insight led us to build NINA, an AI assistant that lives inside the product and guides users step by step using the live interface.

I'm curious how other builders approach onboarding:

• What's been the biggest challenge for your users?

• Have documentation and videos been enough?

• If you could redesign your onboarding from scratch, what would you do differently?

If you'd like to see what we built, here's our Product Hunt launch:
https://www.producthunt.com/products/agenq-nina-ai-product-assistant?launch=nina-5

I'd genuinely love your feedback and thoughts.