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Personalizing employee digital onboarding at scale

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One of the many reasons to move employee onboarding inside your application is the time savings it creates for product and training teams. While this is a significant benefit, some teams may worry that eliminating a live training experience will reduce some of the personalization and customization employees can enjoy from an in-person session.

Pendo’s segmentation and analytics capabilities allow you to not only tailor content to particular users or departments, but also provide a better understanding of which features employees leverage most. In addition, you can account for different types of learning styles by implementing a resource center that will allow users to access training at their own pace.

Once you’ve implemented your initial onboarding walkthroughs, follow these steps to create more personalized and effective digital onboarding experiences at scale.

セグメント

セグメントは、ユーザーやアカウントのグループを指します。セグメントを用いて分析用のフィルターを作成したり、ガイドをターゲットにしたりできます。セグメントは、訪問者やアカウントのメタデータやプロダクトの使用状況に基づいて作成できます。以下は、オンボーディングガイドのコンテンツをより適切にカスタマイズするために、セグメントを作成できるカテゴリーの例です。

How to personalize employee digital onboarding at scale with Pendo: segment chart

PRO TIP: Sample groups are helpful for A/B testing different onboarding guides prior to broader deployment.

Once you’ve determined which segments you want to create, build them in Pendo by applying simple and/or rules. For example, this would be used to target users who haven’t used a certain feature that could be valuable to them:

How to personalize employee digital onboarding at scale with Pendo: segment rules

Once you build the appropriate segments for your employees, you can leverage Data Explorer to better understand how feature usage and value realization may differ by user group.

セグメント別の機能利用状況の把握

In order to ensure onboarding is appropriately tailored to different users, you must first understand how product usage varies by things like user role, sentiment, or employee tenure.

ステップ1:データエクスプローラでクエリを作成する

First, you should analyze how usage varies by role for features in your current onboarding walkthroughs. This analysis will help highlight features that are less relevant to certain audiences so you can update future onboarding flows for users that fall into that segment.

Using Data Explorer, you can group feature clicks by certain visitor medata or filter with a segment. This particular example highlights how the usage of a feature called “Accounts List” varies by role:

How to personalize employee digital onboarding at scale with Pendo: Data explorer query

Step 2: Analyze results and adjust as needed

Once you’ve built the query, run the report to identify potential changes that should be made. In this case, an “Accounts List” is used primarily by customer-facing teams, so it may make sense to remove it from the onboarding flow for employees who aren’t the front lines.

How to personalize employee digital onboarding at scale with Pendo: Data explorer chart

Step 3: Determine if there are features you’re missing

現行のオンボーディングフローの機能を分析するだけでなく、特定の対象者に特に関連度の高い機能が、ウォークスルーから抜け落ちていないかどうかを確認することも重要です。

[機能(Features)]ページにアクセスして、適切なセグメントを適用します。クリック数で絞り込むことで、この特定の対象者に対して、よく使われる機能で抜けている可能性のあるものを特定できます。

How to personalize employee digital onboarding at scale with Pendo: Feature list

PRO TIP: For additional qualitative information, deploy a Pendo poll to employees in a certain segment to ask which features are most important to them.

ステップ4:カスタマイズされたオンボーディングガイドを作成する

Once you have a better understanding of usage by segment, you can build walkthrough onboarding guides that are tailored to these audiences. Use the segment field on the guide page to ensure only the relevant user group will see this onboarding guide.

How to personalize employee digital onboarding at scale with Pendo: Guide overview

リソースセンター

Another component of personalized onboarding is tailoring your content to different learning styles and preferences. While some employees may like a more hands-on, guided journey, others may prefer to choose their own adventure.

To accommodate these different preferences, Pendo provides a resource center that allows users to discover at their desired pace. In addition to housing help documentation, product announcements, and a feedback submission portal, you can add an onboarding module to your resource center that will provide an onboarding checklist for new users.

How to personalize employee digital onboarding at scale with Pendo: Resource center

オンボーディングガイドをオンボーディングモジュールに追加しセグメントを適用すると、適切なユーザーに適切なガイドが表示されるようになります。

BEST PRACTICE POP-OUT: Adjust which guides appear on which page to ensure you’re providing the best, in-context help for the user.

How to personalize employee digital onboarding at scale with Pendo: Onboarding Module

Customize your resource center with a look and feel that matches your product, and add a progress bar so employees can track how many guides they’ve completed.

How to personalize employee digital onboarding at scale with Pendo: Edit module

PRO TIP: Pendo checklists are an effective tool for empowering users to manage their own onboarding and training. In our experience, checklists are most effective when they:
  • Give the employee credit for work they’ve already done
  • 着実に知識習得できていることが明確である
  • 習熟のためのパターンを確立する
  • 目標に沿った明確な終着点がある

Your employees can access the resource center once it’s live by clicking a customized icon in the corner of your app. This provides a less intrusive way for users to get in-context help as they move from onboarding to building proficiency.

How to personalize employee digital onboarding at scale with Pendo: Quickstart module

PRO TIP: Some Pendo customers gauge the success of the resource center by reviewing submitted support tickets. This helps highlight where content has been successful and where content should be adjusted.

画一的な方法は通用しない

Ultimately, the success of your onboarding experience relies on how relevant and clear it is to your employees. To increase the chance of success, it’s important to understand which features are most valuable to different types of users and create customized onboarding flows that account for diverse needs and objectives.

オンボーディングを通じて、ユーザーが最適な方法で学習できるようにすることも重要です。積極的な方法と受動的な方法の両方でコンテンツを提供することで、あらゆるユーザーの使用方法にも対応できます。

オンボーディングをアプリケーション内に移行することで、組織内の複数のチームの大幅な効率化が図れます。Pendoでは、よりパーソナライズされた大規模なオンボーディング体験を作成することで、効率と効果を最大限に高めることができます。