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LESSON: Why Users Are Disappointed in Product Onboarding

Back to: Smoother Product Usage with Mobile Training

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Do you know how many of your customers are disappointed right now?

Over half of customers report a negative user experience because they just struggle to understand how a new product works. Often the reason for confusion is something very simple. Without visual instructions with easy access and the language you understand, we often feel frustrated or even blame ourselves when we don’t get it.

More critical issue is that about half of consumers who face such difficulties will actually stop using the product altogether. Most alarmig is that these users typically won’t even inform you — they simply abandon the product and avoid purchasing from your brand again.

This silent dissatisfaction means you’re losing customers without even knowing it.

Watch the video, explore the content, and complete the lesson task!

Disappointment at Different Stages of the Customer Journey

Why are customers disappointed?

  1. Lack of clear instructions
  2. Unmet expectations
  3. Product complexity
  4. The product works differently from other products
  5. No onboarding or instant help
  6. Poor product quality

Typical disappointments in the Customer Journey

PRODUCT DISCOVERY PHASE

Misleading, incomplete or hard to find product information.

CONSIDERATION PHASE

Limited product availability, unhelpful sales staff and no information available.

PURCHASE

Unexpected fees and long or complex paying process.

PRODUCT ONBOARDING TRAINING

Lack of effective product training, do not understand manual texts, product defects or quality issues and poor customer support.

SUPPORT AND CUSTOMER RETENTION

Lack of engagement, poor customer support and difficult return or warranty processes.

Disappointment with the Instructions

How Many People Struggle with Instructions?

62%

of consumers have negative user experience due to poor instructions

A study by BILT Inc. revealed that 62% of consumers had a negative experience with a brand due to inadequate instructions.

32%

of consumers have stopped using the product due to poor instructions

Same study revealed that 32% either returned or stopped using a product for the same reason. Multiple studies confirm similar outcomes, suggesting about half of disappointed customers silently stop using the products entirely.

Why Users Are Frustrated with Product Instructions

ONLY TEXT MANUAL Most of the users prefer video instructions over reading text manuals. 1 INFORMATION OVERFLOW Presenting too much information at once can confuse users, making it difficult for them. 2 LACK OF VISUAL AIDS Absence of visual demonstrations can make it challenging for users to follow instructions. 3
NO FEEDBACK MECHANISM Without channels for users to ask questions or provide feedback, misunderstandings persist. 4 NO PERSONALIZATION Generic guides may not address the diverse needs and skill levels of users, leading to frustration. 5

Apply your learning – and boost your work

Put It Into the Practice

Each of our lessons includes a practical task. By completing it, you’ll apply what you’ve just learned directly to your daily work.

Task: Select one of your products, identify its biggest product onboarding challenges, and determine the most impactful training action you can take to improve it.

Innovate easiest way to improve your product onboarding Training:

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