Technology is only valuable if people use it. Effective onboarding ensures users understand, adopt, and benefit from new tools.
The Onboarding Challenge
Problem: You implement great software, but:
- Users don't know how to use it
- They stick with old methods
- Benefits aren't realized
- Money wasted
Solution: Structured onboarding that moves users from confused to confident.
Onboarding Goals
By end of onboarding, users should:
- Know why - Understand the tool's purpose
- Know how - Complete key tasks independently
- Know where to get help - When stuck
- Feel confident - Willing to use it daily
Not required: Master every feature (that comes with time)
The 4-Stage Onboarding Process
Stage 1: Awareness (Before Access)
Goal: Users understand what's coming and why
Activities:
- Announcement email explaining change
- Team meeting showing benefits
- Preview of key features
- Timeline and expectations
- Address concerns
Time: 1-2 weeks before access
Stage 2: Initial Training (Day 1)
Goal: Users can complete basic tasks
Format: 60-90 minute hands-on session Content:
- Login and navigation (10 min)
- Core workflow #1 (20 min)
- Core workflow #2 (20 min)
- Practice exercises (30 min)
- Q&A and resources (10 min)
Keep it Practical: Focus on what they'll do today, not every feature.
Stage 3: Guided Practice (Week 1)
Goal: Build confidence through supported use
Activities:
- Daily use for real work (not just demos)
- Office hours for questions
- Quick-tip emails
- Check-ins with users
- Troubleshoot issues quickly
Support Level: High - someone available most of the day
Stage 4: Independent Use (Weeks 2-4)
Goal: Self-sufficient with occasional help
Activities:
- Continued daily use
- Reduced office hours (3x/week)
- Self-service resources emphasized
- Peer support encouraged
- Advanced tips shared
Support Level: Medium - scheduled help sessions
Training Formats
Live Group Training
Best for: Initial training, core features Advantages:
- Interactive
- Questions answered real-time
- Team learns together
- Can demonstrate live
Size: 5-10 people per session (more requires multiple sessions)
One-on-One Training
Best for: Executives, specific roles, reluctant users Advantages:
- Personalized pace
- Focus on specific needs
- Builds confidence
- Addresses individual concerns
Time: 30-45 minutes per person
Video Tutorials
Best for: Reference, refreshers, specific features Advantages:
- Watch anytime
- Pause and rewatch
- Self-paced
- Scalable
Length: 3-8 minutes per video (short!)
Written Guides
Best for: Quick reference, step-by-step procedures Advantages:
- Quick to scan
- Easy to update
- Printable
- Searchable
Length: 1-2 pages per topic
Creating Training Materials
Quick Start Guide (Essential)
Format: 1-2 pages Content:
- Login instructions
- 3-5 most common tasks
- Where to get help
- Quick tips
Distribute: Print and email to everyone
Video Library (Recommended)
Videos to Create:
- "Getting Started" (5 min)
- "[Most Common Task 1]" (3 min)
- "[Most Common Task 2]" (3 min)
- "Where to Find Help" (2 min)
- "Tips and Tricks" (5 min)
Tools: Loom, Screencast-O-Matic (both free/cheap)
FAQ Document (Essential)
Start with questions from pilot test, add as you go.
Example Questions:
- How do I login?
- Where is [feature]?
- What if I forget my password?
- Can I use on mobile?
- How do I [common task]?
Update weekly during rollout.
Cheat Sheet (Useful)
Format: 1 page, visual Content:
- Key shortcuts
- Important buttons/icons
- Common workflows
- Support contacts
Make it: Laminate and give to each user
Support During Onboarding
Office Hours
Setup: 1-hour blocks, specific times Schedule:
- Week 1: Daily
- Week 2: Every other day
- Week 3-4: Twice weekly
- Ongoing: Weekly or as-needed
Format: Drop-in, bring questions, hands-on help
Help Channel
Options:
- WhatsApp group (popular in Suriname)
- Slack channel
- Email alias
- Dedicated phone number
Guidelines:
- Response within 2 hours (business hours)
- Simple questions: Quick answer
- Complex issues: Schedule 1-on-1 or escalate
Champions/Power Users
Identify: 2-3 users from each department Role: First point of contact for their team Support them: Extra training, direct line to IT
Benefits:
- Distributed support
- Peer-to-peer learning
- Reduces bottleneck
Measuring Onboarding Success
Adoption Metrics
- % completing initial training
- % logging in daily/weekly
- % completing key workflows
- Time to first successful task
Target: 80% daily use within 2 weeks
Satisfaction Metrics
- Post-training surveys (immediately after)
- Week 1 check-in survey
- Week 4 comprehensive survey
Questions:
- How confident do you feel? (1-10)
- Can you complete your main tasks? (Yes/No)
- What's still confusing?
- What would improve training?
Target: 7+/10 confidence, 90% can complete main tasks
Support Metrics
- Number of support requests
- Time to resolution
- Common issues/questions
- Escalation rate
Good trend: Requests decrease over time as users learn
Handling Different Learning Styles
Visual Learners
- Video tutorials
- Screenshots in guides
- Diagrams and flowcharts
- Color-coded references
Hands-On Learners
- Practice exercises
- Sandbox environment
- Guided workflows
- Learning by doing
Reading/Writing Learners
- Written documentation
- Step-by-step guides
- Note-taking during training
- Written exercises
Best Practice: Provide multiple formats—covers all styles.
Common Onboarding Mistakes
❌ Too much, too fast - Overwhelming users ✓ Focus on essentials first
❌ One-and-done training - Single session then abandon ✓ Ongoing support for weeks
❌ Technical jargon - Confusing language ✓ Simple, clear instructions
❌ No practice time - Pure lecture ✓ Hands-on exercises
❌ Assuming knowledge - "Everyone knows how to..." ✓ Start from basics
❌ No follow-up - After training, silence ✓ Regular check-ins and tips
Onboarding Timeline
Pre-Launch (Week 0):
- Create training materials
- Schedule sessions
- Set up support channels
- Identify champions
Launch (Week 1):
- Initial training for first group
- Daily office hours
- High-touch support
- Collect feedback
Ramp-Up (Weeks 2-3):
- Continue rolling out
- Reduce but maintain support
- Refine materials based on feedback
- Share success stories
Steady State (Week 4+):
- All users trained
- Self-service emphasis
- Scheduled office hours
- Advanced training offered
Regional Considerations
Suriname Context
- Language: Provide materials in Dutch and English
- Internet: Downloadable videos for offline viewing
- Mobile: Ensure mobile training accessible
- WhatsApp: Use for support (everyone has it)
Multiple Locations
- Live training: Virtual (Zoom) for remote locations
- Time zones: Schedule across CARICOM zones
- Local champions: One per location
- Recorded sessions: For those who can't attend live
Advanced Training
Once users are comfortable with basics:
Month 2:
- Advanced features training
- Power user tips
- Integration with other tools
- Automation possibilities
Quarterly:
- What's new (features/updates)
- Best practices sharing
- User tips and tricks
- Q&A sessions
Ongoing:
- New user onboarding (as team grows)
- Refresher courses
- Custom workflow training
Onboarding Checklist
Preparation:
- Training materials created
- Sessions scheduled
- Support structure ready
- Champions identified
- Practice environment set up
Week 1:
- Initial training delivered
- Daily support available
- Issues tracked
- Quick wins documented
- Feedback collected
Weeks 2-4:
- Continued support provided
- Materials updated based on feedback
- Advanced topics introduced
- Success measured
- Adjustments made
Ongoing:
- Regular office hours
- Documentation maintained
- New features communicated
- Continuous improvement
Success Story
Company: Surinamese retail business Tool: New inventory system Challenge: Staff unfamiliar with computers
Onboarding Approach:
- Extra training time (3 hours vs 1)
- Buddy system (tech-savvy with less-experienced)
- Laminated quick reference cards
- Daily 15-min "tip of the day" for first month
Result:
- 100% adoption within 3 weeks
- Staff confidence increased
- Inventory accuracy improved
- Some users now teaching others
Next Steps
After onboarding is established:
→ Documentation & Handover - Create lasting resources → Maintaining Technology - Long-term success
People, not technology, determine success. Invest in onboarding, reap the benefits for years.