In the first episode of Behind The Experience, learn how Lyla Rozelle, Director of Customer Enablement at Appcues, increased checklist completion rates from 2% to 25% by breaking it up into multiple bite-sized lists. She'll also share wins and lessons learned as she worked with a cross-functional team to improve onboarding.

Quotes from this episode

“Personalization isn’t just dropping a first name and company name. It’s experiences-based, triggered-based, behavioral-based.”

“Be very aware of the language that you're using. You don't want to alienate people or make them feel like they don't belong in your product, when they do.”

Show notes

[01:19] Why we're excited about Behind The Experience

[06:30] What success looks like for new users at Appcues

[10:31] How Lyla works with other teams to improve onboarding

[16:50] Reviewing Appcues' welcome modal for new users

[18:21] How personalization reduced Appcues' activation rate by 20%

[21:46] Appcues uses onboarding patterns to onboard new users

[22:42] An experiment to get new users to install the Appcues Chrome extension

[24:16] Breaking up the onboarding into a two-step checklist improved completion rates

[25:38] Other experiments around improving checklist completion rates

[31:04] Don't assume that new users know all the terms and acronyms

[32:03] What Lyla is excited to try next

[34:55] An invite to join Behind The Experience

[35:18] Where you can find Ramli and Lyla online

About Lyla Rozelle

Lyla Rozelle is the Director of Customer Enablement at Appcues. She is the resident Appcues expert at Appcues, designing our in-app flows.

Links

Appcues website

Made with Appcues

GoodUX

Profiles

Lyla on LinkedIn

Ramli on LinkedIn