Creating the 10/10/10 User Onboarding Experience

March 5, 2021

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.

Crafting the 10/10/10 FTUE Experience for 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.

10 10 10 overview

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.

Abnormal pov stats so far

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.

Image

Prevent the Attacks That Matter Most

Get the Latest Email Security Insights

Subscribe to our newsletter to receive updates on the latest attacks and new trends in the email threat landscape.

Demo 2x 1

See the Abnormal Solution to the Email Security Problem

Protect your organization from the attacks that matter most with Abnormal Integrated Cloud Email Security.

Related Posts

B 05 17 22 Impersonation Attack
See how threat actors used a single mailbox compromise and spoofed domains to subtly impersonate individuals and businesses to coerce victims to pay fraudulent vendor invoices.
Read More
B 05 14 22 Best Workplace
We are over the moon to announce Abnormal has been named one of Inc. Magazine's Best Workplaces of 2022! Learn more about our commitment to our workforce.
Read More
B 05 13 22 Spring Product Release
This quarter, the team at Abnormal launched new features to improve lateral attack detection, role-based access control (RBAC), and explainable AI. Take a deep dive into all of the latest product enhancements.
Read More
B 05 11 22 Champion Finalist
Abnormal has been selected as a Security Customer Champion finalist in the Microsoft Security Excellence Awards! Here’s a look at why.
Read More
Blog series c cover
When we raised our Series B funding 18 months ago, I promised our customers greater value, more capabilities, and better customer support. We’ve delivered on each of those promises and as we receive an even larger investment, I’m excited about how we can continue to further deliver on each of them.
Read More
B 05 09 22 Partner Community
It’s an honor to be named one of CRN’s 2022 Women of the Channel. Here’s why I appreciate the award and what I love about being a Channel Account Manager at Abnormal.
Read More
B 05 05 22 Fast Facts
Watch this short video to learn current trends and key issues in cloud email security, including how to protect your organization against modern threats.
Read More
B 05 03 22
Like all threats in the cyber threat landscape, ransomware will continue to evolve over time. This post builds on our prior research and looks at the changes we observed in the ransomware threat landscape in the first quarter of 2022.
Read More
B 04 28 22 8 Key Differences
At Abnormal, we pride ourselves on our excellent machine learning engineering team. Here are some patterns we use to distinguish between effective and ineffective ML engineers.
Read More
B 04 26 22 Webinar Re Replacing Your SEG
Learn how Microsoft 365 and Abnormal work together to provide comprehensive defense-in-depth protection in part two of our webinar recap.
Read More
Blog mitigate threats cover
Learn about the most common socially-engineered attacks and why these tactics are still so successful—despite a growing awareness from employees.
Read More
B Podcast Engineering8
In episode 8 of Abnormal Engineering Stories, Kevin interviews Saminda Wijegunawardena, an engineering leader who is no stranger to fast-growing enterprise startups.
Read More