Intercom is redefining how businesses support their customers.
Visuals and visual consistency
Images should always support text, and not just be there to fill in the space. Make sure to provide users with visuals that can support the statement.
On the other side, keeping your design decisions in place builds more trust with your users, I know it sounds odd, but we subconsciously perceive those decisions and sometimes we can decide to not move forward because that “chaos” can be too much for the user.
For example here, it seems like each element was created for itself...
Takeaway, be consistent, details speak a lot about your approach, what can the user think about the services you provide when you are not keeping the basics in place.
Even though we want to provide the users with as much info as possible, we should have in mind not to overwhelm them. Present information in a simple & concise way.
Respect white space, help users focus on the action they need to perform, and reduce distractions to a minimum. That is not something Intercom did here.
Takeaway, more is not always better...if you can’t say it simply it might be that there is a lack of understanding.
The way you move through the onboarding is important. What is also important is knowing how much time will that take you. Make sure to provide users with clear inputs. Here we can see that Intercom has those steps defined, but those look more like pages in the header than stepper
Takeaway, tell users on-boarding takes just 4 minutes. This upfront transparency nudges them to finish and prevents drop-off due to perceived time commitment.
Do not overwhelm the users with options, and not just that, present choices when appropriate and do not push users to make decisions if not needed.
Definitive Guide to User Onboarding
Learn how to reach growth, revenue and success through better customer experience with the user onboarding ebook.