Educate users with Conceptual and Mental Models.
In one example, we provided users with an encrypted file for Step 1 and a password for decryption in Step 2 (both on the same page). Conceptually, it should have been obvious what the password was for: it was to decrypt the encrypted file.
The simple question of “What do you think the password is for?” pointed at our design flaw: users conceptually didn’t realize anything from Step 1 would interact with Step 2, so the password was an utterly unknown feature.
Some other helpful questions to consider may be:
- “Why do you think you need to do X?”
- “Is there anything on the page that would help you with (task 1/2/3)?”
- Why do you think X & Y are on the same page?”
- etc.
If your 3-screen onboarding introduces 12 concepts, it will not only overwhelm users and their mental model. It’s going to introduce friction with getting them to try your product.
