Glossary · Change & people
Onboarding
Helping new users or customers find their way around a system quickly.
Onboarding is helping new users or customers find their way around a system or way of working quickly. These are the first steps someone takes: how do you get in, where do you find things, and how do you carry out the tasks you need often.
That first experience shapes a lot. People who find their way straight away enjoy using a system and keep using it. People who get stuck at the start drop out or fall back on the old way of working. Good onboarding therefore quickly pays for itself.
Onboarding is more than handing over a manual. It works best in small, guided steps, with someone to turn to when questions come up. That way a new user builds confidence instead of drowning in everything a system can do.
