User Onboarding Journey Mapping is the process of visually outlining the steps a new user takes from first signing up for a product or service to becoming a fully engaged and successful customer. It identifies key touchpoints, potential friction areas, and opportunities to improve the onboarding experience, ensuring users quickly realize value and reduce churn.
By mapping this journey, companies can design targeted content, personalized support, and automated workflows that guide users smoothly through onboarding, increasing retention and customer satisfaction.
Example:
For a SaaS product, the onboarding journey map might include steps like account creation, initial product setup, first use of core features, and follow-up emails offering tips or support. If data shows users often drop off after setup, targeted tutorials or check-ins can be added at that stage.