When designing critical processes like customer onboarding, frame the goal to make success inevitable. Ask: "How can we design this so it would be weird if the customer *didn't* get to their 'aha' moment?" This forces you to build a bullet train to value, rather than hope customers find it.
Related Insights
Frame your entire startup not as a product, but as a three-step factory (pipeline, sales, delivery) designed to repeatedly produce one "hell yes" customer success story. This tangible model clarifies the core business function and helps identify bottlenecks in the system.
When handed a specific solution to build, don't just execute. Reverse-engineer the intended customer behavior and outcome. This creates an opportunity to define better success metrics, pressure-test the underlying problem, and potentially propose more effective solutions in the future.
Once you've identified the single event that causes retention, ruthlessly design your entire onboarding process to get every user to that milestone. Remove all friction and optional paths. The goal is to make it 'weird' for a customer *not* to reach that critical activation point.
Instead of a broad onboarding, focus the entire initial user experience on achieving one specific, "brag-worthy" value event as quickly as possible. Structure this as a sprint: define the event, remove all friction, design a "click, click, value" path, and use alerts to nudge users along to that singular 'win'.
When solving a critical bottleneck, founders should choose the most direct action with the highest probability of success. Instead of indirect methods like content marketing for leads, choose actions so direct it would be 'weird not to work'—such as immediately flying to a customer's office to sign a critical contract instead of waiting for an email.
Successful onboarding isn't measured by feature adoption or usage metrics. It's about helping the customer accomplish the specific project they bought your product for. The goal is to get them to the point where they've solved their problem and would feel it's 'weird to churn,' solidifying retention.
Replace speculative feedback from discovery calls with a process that would be "weird if it didn't work." First, get strangers to pre-pay for a solution. Then, deliver it manually. This confirms real demand (payment) and validates the solution's value (retention) before writing code.
A startup's core function is to find one successful, repeatable customer 'case study' and then build a factory (pipeline, sales, delivery) to replicate it at scale. This manufacturing-based mental model prevents random acts of improvement and helps founders apply concepts like bottleneck theory to know exactly where to focus their efforts for maximum impact.