Skip to main content

Set Up User Onboarding

Two ways to onboard new members: a simple Get Started module inside your membership, or a full Journey that guides them step by step. Covers when to use each and how to set them up.

🗺️ What is Onboarding in CustomerHub?

Onboarding is the process you create to help new users get oriented and start using your membership effectively. It guides users through their first steps, reduces overwhelm, and makes it clear how to move forward.

CustomerHub offers two onboarding methods:

  • A simple in-membership Get Started module

  • A more advanced Journey that guides users through step-by-step paths to their goals

You can use either method or both, depending on how your membership is structured.

💡 Journeys replace the previous "Onboarding Experiences" feature. Your existing onboarding experiences have been automatically converted to Journeys, and Tasks are now called Steps.

💡 Why Onboarding Matters

A strong onboarding experience helps your users:

  • Know exactly where to start

  • Understand how your membership works

  • Feel welcomed and supported

  • Reach quick wins early

  • Stay engaged longer

  • Avoid confusion or overwhelm

Clear onboarding is one of the biggest drivers of user retention and satisfaction.

📋 Simple Setup: Get Started Module

A Get Started module is a section inside your membership that serves as the user's first point of contact. It introduces the membership, explains how to navigate the content, and outlines the first steps.

This is ideal for creators who want a fast, simple way to guide users.

When to Use a Get Started Module

  • Your membership is simple or a single content area

  • You want onboarding inside the membership itself

  • You do not need automated onboarding emails

  • You want onboarding that users can revisit easily

  • You want course-level onboarding for included products

How to Add a Get Started Module

  1. Go to Admin → Products → [Your Membership]
    This opens your membership product.

  2. Open the Content tab
    This is where you create internal sections and pages.

  3. Click Add Section and name it "Get Started" or "Start Here"
    Place this section at the top of your content list.

  4. Edit the Welcome page or Add a Page inside the section
    The top page is your welcome page.

    1. Name the new page or select Edit on the Welcome page

    2. If creating a new page select a page template

  5. Add a welcome message or video
    Introduce your membership and set expectations.

  6. Provide clear first steps
    Examples include joining the community, watching the first lesson, or downloading a resource.

  7. Publish the section and page
    Published items are visible to users with product access.

A Get Started module is simple, effective, and works well alongside course-level onboarding.

🚀 Advanced Setup: Journeys

A Journey is an interactive, step-by-step flow that guides users through a series of steps to reach a goal. Journeys can include multiple steps with various completion criteria, and optional email notifications.

This is ideal for more complex memberships or when you want a polished, guided onboarding experience.

When to Use a Journey

  • Your membership has multiple sections, products, or features

  • You want guidance delivered before a user sees the content

  • You want onboarding to start automatically

  • You want to include email reminders

  • You want consistent onboarding for every new user

  • You want users to earn achievements upon completion

How to Set Up a Journey

  1. Go to Journeys in the admin sidebar
    This is where all your Journeys are managed.

  2. Click the + button to create a New Journey
    This begins your onboarding sequence.

    1. Name your Journey

  3. Edit the INFO tab settings

    1. Add a Cover Image for a polished, branded look

    2. Enter the journey Name and Slug

    3. Write a clear Journey's Goal so users know what they're working toward

    4. Set the Access Control — choose which users will be enrolled

    5. Select the Assigned Admin

    6. Configure Notifications — toggle "Notify users as soon as they get access" and "Send ongoing reminders until completed"

    7. Optionally, create an Achievement that users earn when they complete the journey

  4. Go to the STEPS tab and add your steps

    Steps (previously called "Tasks") represent each action the user needs to complete.

    1. Click the + button to add a new step

    2. Name the step and give clear instructions

    3. Select who completes it — User (user completes it) or Admin (admin marks it complete)

    4. Set the Completion criteria — choose what action completes the step (e.g., Post to feed, Like a post, Leave a comment, Complete a journey, Earn an achievement)

    5. Optionally, set Prerequisites to gate this step behind other steps

    6. Optionally, set a Due Date for when the step should be completed

    7. Click Update

  5. Toggle the journey from DRAFT to LIVE to activate the flow
    Once enabled, the flow runs automatically when assigned users get access.

⚠️ When selecting Complete a journey as the completion criteria, you'll also need to choose which journey the user must complete. This lets you chain journeys together.

💡 Start with 3–5 steps for your first journey. You can always add more later as you learn what your users need.

👤 User-Facing Experience

Users see their active journeys on their Dashboard under the RESUME JOURNEY section. The journey card shows:

  • Cover image — The branded journey image

  • Journey name

  • Goal text — The Journey's Goal you configured

  • Progress — "X / Y complete" showing how many steps are done

  • NEXT UP panel — Lists upcoming steps so users know what to do next

  • Continue button — Takes the user to their next step

Users can also access journeys from the Journeys link in the sidebar navigation.

🔗 When You Might Use Both

Using both methods works well when your membership includes multiple products or courses.

Example
A membership might offer:

  • Membership-wide onboarding through a Journey

  • Course-specific onboarding through Start Here modules inside individual products

This creates two layers of onboarding:

  • Top-level onboarding for the overall membership

  • Content-level onboarding for each included product or course

Both can work together without creating confusion.

✨ Examples of Effective Onboarding Approaches

  • A simple Get Started section at the top of the membership

  • A full Journey with 3–5 steps and a welcome video

  • A combination of a Journey for membership onboarding plus Start Here modules for included courses

  • A Get Started module paired with weekly posts for ongoing guidance

❓ Troubleshooting / FAQ

"Which should I use: a Get Started module or a Journey?"
Use a Get Started module for simple memberships or course-level onboarding.
Use a Journey for membership-level onboarding or when you want automation.

"Where do I find Journeys?"
Click Journeys in the admin sidebar. (This replaces the previous "Onboarding" section.)

"What happened to Onboarding Experiences?"
Onboarding Experiences have been renamed to Journeys. Your existing onboarding experiences are now journeys, and Tasks are now called Steps.

"Where do users see their Journey?"
On the user Dashboard under "RESUME JOURNEY," and from the Journeys link in the sidebar navigation.

"Where do users find the Get Started module?"
Inside the membership content, usually at the very top.

"Do I need both?"
You only need both if your membership contains multiple products or courses that benefit from their own orientation.

"Can users earn achievements from Journeys?"
Yes — you can create an achievement on the journey's INFO tab that users earn upon completing all steps.

"Can I change a Journey after it's live?"
Yes. You can edit steps, add new steps, or update the journey at any time. Note that to change the Access Control, you'll need to unpublish the journey first.

Related Articles
Did this answer your question?