Onboarding
Onboarding gets every new Customer to first value, by hand until the Startup automates each step.
Outcome
| Part | This Process |
|---|---|
| Outcome | Each new Customer reaches first value, and any setup done by hand three times becomes an Issue. |
| Reads | Customer |
| Leaves | Tenant, Issue |
| Runs in | Each Startup |
Accountable
Onboarding Specialist, Customer Team.
Responsible: Onboarding Specialist.
Consulted: Designer.
Informed: Success Manager.
Workflows
| Workflow | Runs | Team |
|---|---|---|
| Onboard a Customer | on Customer.created | Customer Team |
Who does each step
| Workflow | Step | Role | Calls | Approval |
|---|---|---|---|---|
| Onboard a Customer | 1. Provision the new Customer’s Tenant. | Onboarding Specialist | Tenant.provision | None |
| Onboard a Customer | 2. Do the setup for the Customer: keys, imports, and first calls. | Onboarding Specialist | ||
| Onboard a Customer | 3. Rescue a failing start once, with one Message. | Onboarding Specialist | Message.create | None |
| Onboard a Customer | 4. Record the Customer as activated at first value. | Onboarding Specialist | Customer.activate | None |
| Onboard a Customer | 5. Open an Issue for any step done by hand three times. | Onboarding Specialist | Issue.create | None |
Events
| Direction | When | What happens |
|---|---|---|
| In | On Customer.created | Starts Onboard a Customer |
| In | On Customer.created | Wakes this Process, the first time only. The first Customer signs up. |
| Out | Tenant.provisioned | Raised by step 1 of Onboard a Customer |
| Out | Message.created | Raised by step 3 of Onboard a Customer |
| Out | Customer.activated | Raised by step 4 of Onboard a Customer |
| Out | Issue.created | Raised by step 5 of Onboard a Customer |
Plays
Controls
No Control names this Process or a Workflow of it.
Settings
| Setting | Type | Default | Say | Set with |
|---|---|---|---|---|
onboarding.doneForYou | boolean | true | Do the setup for every new customer | Setting.update |
Failure
A failed step retries; when retries run out, the Action goes to the Onboarding Specialist.
Loop
| Step | Value |
|---|---|
| Hypothesis | A Customer guided to first value in the first session activates more often than one left to explore. |
| Measure | Activation rate over 14d, at least 50 observations |
| Learn | The learn step reads the Readout, records Evidence and a Decision, and drafts the next Variant. |
Code
Turn on onboardingEnable
On by default for every Product Template. Process.pause stops new Actions; Actions in progress finish.
Do the setup for every new customerExample
A recruiting agency signs up for a candidate-matching SaaS. The Customer Team provisions its Tenant and imports 40,000 candidates by hand. When the first shortlist returns, the agency counts as activated, and the import step is automated next.