Welcome to the guide for planning, mapping, and designing your onboarding experience in CustomerHub. A strong onboarding flow helps new users understand what to do first, feel successful quickly, and confidently progress through your product.
This article combines three key planning steps:
🎯 Define Your Onboarding Goal
🧭 Map Your User’s Onboarding Steps
📦 Decide What Belongs in Your Onboarding Flow
🧠 Onboarding Planning Summary
This article helps you design a clear, focused onboarding experience in CustomerHub that gives new users direction, confidence, and an immediate sense of progress.
An effective onboarding flow isn’t just a checklist — it’s a structured experience that answers:
“Where do I start?” and “What do I need to do first to succeed here?”
You’ll learn how to:
🎯 Define Your Onboarding Goal — a clear outcome for users to achieve early success
🧭 Map Your User’s Onboarding Steps — a simple, ordered path to that success
📦 Decide What Belongs — only essential, achievable tasks go in the flow
When done right, your onboarding experience reduces drop-off, increases early engagement, and builds momentum — turning new users into active, confident participants from day one.
🎯 1. Define Your Onboarding Goal
What is an onboarding goal?
Your onboarding goal is the primary result you want new users to accomplish in their first session. It sets the direction for everything in your onboarding flow — what tasks you include and what users see first.
Why it matters:
Creates clarity
Builds early confidence
Guides what tasks should be included
Helps users experience a first meaningful win quickly
Onboarding experiences appear on the user’s dashboard with a progress bar and a task list, triggering every login until all tasks are completed.
✅ What Your Onboarding Flow Can Include
Watch a welcome video
Set up a profile or preferences
Choose a starting path
Complete first lesson or module
Download a resource
Join the community or introduce themselves
Submit first assignment or check-in
💡 Tips for Choosing a Strong Onboarding Goal
Pick something users can achieve in their first session
Align it with the core value of your product
Make sure it’s actionable and trackable
Keep it focused — avoid combining multiple outcomes
Ensure it creates momentum for continued engagement
🛠️ How to define your goal
Identify the first meaningful action a new user should take. Think about what signals real progress, not just login.
Pick the quickest path to early success. This helps avoid drop-off and gives users immediate value.
Focus on one primary outcome. Don’t overwhelm users with multiple goals.
Align the goal with your product’s core promise. Choose something that reinforces why they joined.
Plan for 3–7 supporting tasks. Enough to guide, but not too much to create friction.
📌 Examples
Complete the Start Here module
Watch the welcome video and complete first action
Set up the user account or profile
Finish first lesson or milestone
Submit the first assignment
Join the community and introduce themselves
❓ FAQs – Onboarding Goal
What if I have multiple user types?
Create separate onboarding experiences for each type, each with a focused goal.
What if users skip onboarding?
The experience will persist on their dashboard until all tasks are complete.
Can I change the goal later?
Yes — onboarding flows are fully editable at any time.
🧭 2. Map Your User’s Onboarding Steps
What are onboarding steps?
These are the essential actions users should take right after logging in for the first time. They help users understand where to start, what to do next, and how to make progress quickly.
🔍 Why Mapping First Steps Matters
Provides structure for new users
Increases completion of key actions
Reduces decision fatigue and overwhelm
Helps ensure your onboarding is effective and purposeful
🛠️ How to map steps
Identify actions that lead to early success. Ask: what should users do in their first session to feel like they’re winning?
Order the actions from simple to impactful. Start with easy wins and build momentum.
Group actions into a short sequence (3–7 steps). This keeps the flow focused and achievable.
Determine what content each step needs. You might need to create a video, add a link, or attach a file.
Turn each into a specific onboarding task. Tasks should be short, clear, and singular in focus.
📌 Examples
Simple Start:
Watch the welcome video
Complete the first quick‑start task
Explore the main product area
Profile & Setup:
Watch welcome message
Complete profile
Choose path or level
Access the Start Here section
Course Launch:
Watch module overview
Complete Lesson 1
Mark task complete
Download starter worksheet
✅ Tips
Keep steps simple and clear
Avoid long videos or complex tasks
Give users a win in the first few minutes
Keep sequence linear early on
❓ FAQs – Mapping Steps
What if my product has a lot of features?
Start small — focus on what’s essential for activation, not mastery.
Can I use videos or links?
Yes. Tasks can include instructions, videos, files, or deep links.
Can tasks be marked complete automatically?
Currently, users mark tasks complete manually for flexibility.
📦 3. Decide What Belongs in Your Onboarding Flow
What belongs?
An onboarding flow is a sequence of actionable tasks for users to complete during their first session. Each task should be clear, simple, and directly support the onboarding goal.
Why it matters:
Builds early momentum
Prevents overwhelm
Increases engagement and clarity
Encourages meaningful progress
🛠️ How to Decide What Belongs in Your Flow
Start with essential steps tied directly to your onboarding goal. If a task doesn’t help achieve the goal, it doesn’t belong.
Focus on short, simple actions that guide early progress. Tasks should take 1–3 minutes.
Limit to first-session tasks only. Save deeper setup or training for later.
Choose tasks that are easily explained and quickly completed. Each one should feel like a quick win.
Prioritize clarity. Don’t combine multiple steps in one task. Keep it linear and easy to follow.
✅ Examples of Tasks That Belong
Watch a welcome video
Complete profile setup
Choose a learning path
Join the community
Complete first lesson or quiz
Download a key resource
🚫 Examples of What Does NOT Belong in an Onboarding Flow
Multi-step or time-intensive assignments
Optional or advanced resources
“Nice to have” actions not tied to early success
Detailed tutorials that users won’t need right away
❓ FAQs – What Belongs in Onboarding
Should I include every setup step?
Only the ones needed for early success. Save advanced setup for later.
What if I want to include extra resources?
Link to them from inside your product, not the onboarding flow.
Can onboarding tasks include media or downloads?
Yes — tasks can support video, files, and links to help users complete them.