Creating onboarding content: How I get users on board with software

Onboarding can make or break a user's relationship with new software. It's more than just a setup phase - it's your chance to literally get users on board with your software smoothly and confidently. As a technical writer at Exact, here's how I approach creating onboarding content that make users feel at ease and excited about a software from the start.

1. Know your audience

First things first: who are these users? I start by developing detailed user personas that highlight their goals, pain points, and what they need to get started. This groundwork ensures the content speaks directly to their needs, making it relevant and engaging from the start. This way, the onboarding isn't just a set of instructions - it feels tailored, personal, and right on point.

2. Map out a seamless journey

With user insights at hand, I map out the onboarding journey like a well-planned road trip. I make sure the content flow progresses logically from basic setup to more advanced features. The aim is to create a smooth experience that guides users step-by-step, avoiding any confusion. It's all about making the experience intuitive and hassle-free, so they don't get lost or frustrated.

3. Offer practical guidance

I focus on practical, real-world advice that users can put to immediate use. By providing clear, actionable tips and examples, I help them see how each feature fits into their daily work. It's about helping them making the most out of the software.

4. Keep it friendly and real

The tone matters. I use a conversational, down-to-earth style to keep things approachable. The goal is to make users feel like they're getting a hand from a knowledge friend, rather than slogging through a dry manual. This way, they start off feeling supported and confident.

Why it matters

Great onboarding content isn't just about laying out the facts - it's about making users feel genuinely comfortable with the software. With clear, practical advice and a friendly tone, users can hit the ground running and feel set for a long-term success.