Creating the 10/10/10 User Onboarding Experience

At Abnormal Security, we’re constantly exploring opportunities to improve our customer’s user experience. In this blog post, we’d like to share Abnormal’s process to design a framework to identify gaps and improve customer’s first-time user experience to onboard our platform.

First-time user experience (FTUE) is a critical, emotional, and one-time-only experience that allows customers to build a strong first impression of any product. The 10/10/10—first 10 seconds, 10 minutes, and 10 days—really matter and are critical to long-term success. At Abnormal, we leverage the 10/10/10 framework to explore user goals, outcomes, and artifacts that help customers walk away with a phenomenal first-time user experience as they begin to learn, integrate, and interact with Abnormal.

To begin to understand our 10/10/10, we started with our initial brainstorming. As part of this process, we crowdsourced the stakeholders who are involved in the customer’s (proof-of-value, or POV, process. This includes members of our team in integration, product management and design, sales, data science, and most importantly, our customers. We breakdown individual critical user onboarding time periods and further explore aspects of key results customers aspire to gain.

For each phase, we think about the first 10 seconds, first 10 minutes, and first 10 days.

• What do we want customers to understand?
• What do we want customers to experience?
• What’re the top three takeaways at the end of this phase?

Here’s some top level feedback we aggregated.

With this framework, the Abnormal team was able to identify gaps from our current POV experience. Currently, Abnormal takes about some time after initial integration to create client-specific detection models and locate retroactive email threats. Now during this waiting period, customers can access the new integration status page, with the latest detection findings, before they receive full portal access.

In the integration status page, new customers can learn about their integration progression, see POV statistics that Abnormal has learned learn the latest news about Abnormal.

Customers can benefit from increased transparency and visibility in the way Abnormal is handling their data, access additional controls to get their tenant up and running, and also gain educational content that’s catered to help them grasp the Abnormal product during the POV period.

Leveraging the 10/10/10 framework, we have built a clear picture of a customer’s first time user experience and increased our ability to calibrate key product takeaways in various phases of their ‘first’ experience. This allows us to closely align with our onboarding journey and build both emotional and evidence-based excitement for our customers as they kick off their POV journey with us.

To learn more about how to start your POV with Abnormal, connect with an Email Security Specialist today.