Show notes
In the first episode of Behind The Experience, learn how Lyla Rozelle, Director of Customer Enablement at Appcues, increased checklist completion rates from 2% to 25% by breaking it up into multiple bite-sized lists. She'll also share wins and lessons learned as she worked with a cross-functional team to improve onboarding.Quotes from this episode“Personalization isn’t just dropping a first name and company name. It’s experiences-based, triggered-based, behavioral-based.”“Be very aware of the language that you're using. You don't want to alienate people or make them feel like they don't belong in your product, when they do.”Show notes[01:19] Why we're excited about Behind The Experience[06:30] What success looks like for new users at Appcues[10:31] How Lyla works with other teams to improve onboarding[16:50] Reviewing Appcues' welcome modal for new users[18:21] How personalization reduced Appcues' activation rate by 20%[21:46] Appcues uses onboarding patterns to onboard new users[22:42] An experiment to get new users to install the Appcues Chrome extension [24:16] Breaking up the onboarding into a two-step checklist improved completion rates[25:38] Other experiments around improving checklist completion rates[31:04] Don't assume that new users know all the terms and acronyms[32:03] What Lyla is excited to try next[34:55] An invite to join Behind The Experience[35:18] Where you can find Ramli and Lyla onlineAbout Lyla RozelleLyla Rozelle is the Director of Customer Enablement at Appcues. She is the resident Appcues expert at Appcues, designing our in-app flows.LinksAppcues websiteMade with AppcuesGoodUXProfilesLyla on LinkedInRamli on LinkedIn
