As Director of Product Design at HBOMax, Michael McWatters knows a thing or two about welcoming people to a service. This week, Michael joins Paul and Rich to talk about onboarding and why onboarding should actually be happening along every step of a user’s journey, not just as part of marketing. He draws some parallels between online onboarding and in-store experiences and explains why you shouldn’t be training during onboarding - show don’t tell.