Creating the ‘10/10/10’ User Onboarding Experience - Abnormal Security

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 blogpost, 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 matter. 

At Abnormal, we leverage the 10/10/10 framework to explore user goals, outcome, 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

Abnormal’s FTUE brainstorming process can be broken down into the following: 

We crowdsourced stakeholders who are involved in the customer’s POV (proof-of-value) process: Integration, PM/Design, Sales, Data Science team, 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 (first 10 seconds, first 10 minutes, first 10 days)  

  • What do we want customers to understand? 
  • What do we want customers to experience? 
  • What’re the top 3 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. We launched additional product experience to strengthen the ‘first 10 minutes’ segment. We call this the integration status page as you can see below. 

Improved FTUE Experience for POV customers 

Currently, Abnormal takes about some time after initial integration to create client-specific detection models and locate retroactive email threats. During this waiting period, customers can now access the new integration status page before they gain full Portal access. with the latest detection findings. 

In the integration status page, customers can learn about their integration progression, see POV statistics that Abnormal has learned about their environment, and  add users and integrations to Abnormal’s platform. Users can also preview individual product features and learn more about the latest news about our company. 

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 from the perspective of product understanding, customer experience, as well as increased 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.