Celebrating your customers' achievements is one of the best ways to create momentum and build a connection between their success and your own. That's where thoughtful and useful success state screens come in. In this episode of Behind The Experience, Jessica Andrews shares Copper's magical success state screen.

Quotes from this episode

"When we applied the jobs-to-be-done framework to our onboarding, we saw a big spike of 15% improvement. It’s had downstream effects already!"

"We assume that our users know so much more than they do. So we use big words that may not make much sense to them."

Show notes

[01:15] How they define onboarding at Copper

[07:02] What does the onboarding success metric at Copper?

[10:46] How does Jessica work cross-fuctionally to improve user onboarding

[16:56] The Jobs-to-be-Done framework in Copper’s onboarding

[20:00] Segmenting users based on their industry knowledge.

[26:52] An easy way to add contacts to Copper from Gmail

[28:57] Copper’s magical success screen that gets 25% of new users to install their Chrome extension

[33:32] What is Jessica excited to try out next

[37:20] Where can people find Jessica Andrews online

About Jessica Andrews

Jessica Andrews, leads product marketing at Copper, the CRM for Google Workspace. She is based out of Toronto, Canada.