Krystal Wrigley is a Fuels Technology Chief at ExxonMobil’s Technology Center in Clinton, New Jersey. She’s spent her 16-year career as a chemical engineer for the company, beginning as a researcher and then advancing into her present role as a leader in technology strategy and product development to implementation. She has been uniquely placed to see the ways in which big ideas in the lab translate to commercial applications in the real world. High-performance fuel has been Krystal’s area of expertise, with early work in quality testing and logistics for Formula 1 racing vehicles. Today, she focuses on lower-emission fuels for the commercial trucking, shipping and aviation sectors. Krystal recently spoke with Energy Factor about the process that leads to those breakthrough moments.A good onboarding journey guides the user through the most important moments in your software. At the foundation are those moments where the workflow and value become clear. Where the user can say, "yes, I get what I can do with this tool". The icing on the cake, however, are those moments where the user is delighted by your software. When they say "wow, that's cool", or "I can't do that in my current tool". ![]() While some moments come from the design of the software, other key moments may not be designed at all - they can come organically from the way your users adapt your app for their own use cases. In this article, I look at some strategies that you can use to identify the most important moments in your app: the Aha! moments. User actions are at the heart of onboarding for two reasons. Firstly, your onboarding process needs to show your users how to be successful in your app. This necessarily involves guiding them to the key moments that provide value and delight. On the other hand, one way to think about the success of your onboarding process is to consider which users who sign up are getting to each of the key steps. If people are only making it half-way through the main workflow in your app, then it's not surprising if they don't convert to become paying customers. Or, you've made it too hard for them to see the value. It's worth taking the time to define key moments, and measure which people are hitting those moments. ![]() Then you can begin to understand what's holding them back from success. ![]() This can inform the improvement of your onboarding, and it could also inform the improvement of the software itself. So how do you identify the key actions? It's a combination of understanding your software design and purpose, and understanding what your users are doing. The design of your app provides the foundation for working out the Aha! moments. You designed an app for sharing images, so you know your users need to know how to upload and edit images, connect with their friends, and share their work. How many types of workflow are there? Do you need an onboarding process which can target different users with different use-cases?.Which parts of the workflow in your design are necessary to your user's success? That is, which parts will cause a user to fail if they get stuck?.What did you build it to do for your users?.You made an app for analyzing data, so you know people need to know how to get their data in, how to set it up, how to do analysis, and how to share their results. You probably already know all this stuff. The important part is to make sure you that can reveal the intended workflow elements to your users. This is a great place to start designing your onboarding journey. When I first started training customers on how to use our desktop data analysis product, Q, I was not prepared for the kind of reactions I would get. I already knew people were getting great benefit from using Q through my interactions with them in customer support. ![]() However, until I stood in a room full of researchers and started taking them through things step-by-step, I never glimpsed the light that went on when people really "got it". Perhaps most surprisingly, some of the Aha! moments were coming from really simple things. These were things I took for granted as a daily user of the software.
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