tl;dr; I have a feeling you are going to see more video onboarding within apps soon; people don’t like to read. It is pretty easy to get up and running with a video onboarding, but if you don’t want to read and just want to watch you can skip to the end of the post to see my video tour, I have a link. 🙂
Intercom recently rolled out a new part for their platform called Product Tours, and within that, you can have video components as one of your steps, it is a great way to give a personal touch to products and quickly share information. I wanted to outline my thinking and execution around my first pass at a video on-boarding in Punchli.st. I shot my on-boarding, edited it, and had it running in my app by the end of the day. It was surprisingly easy to do.
The way I think about most things, including onboarding, is how do I reduce friction to get to the “aha” moment. I’ve talked about this a little in the past with project setup, but even with onboarding, I want to think through the questions a user might be asking themselves, answer them, and get out of the way. Onboarding feels like an art, a little too long, and it frustrates the user, too little and they may never get to the key moment.
I have been reviewing my onboarding flow and thinking through a few of the different scenarios that lead users to first interact with Punchli.st lately. Onboarding and tracking have been something I have put off for a while, mostly because I was talking to the people using the app directly so it wasn’t critical. As the app becomes further removed from my network I’m starting to think through how and where I want to do onboarding.
There are a ton of places I could start with onboarding but I decided to skip ahead in my flow and think through onboarding starting at a project page, not registrations where you typically start. I did this specifically because this is the spot where I think the most users that have no clue what Punchli.st is will be. There are a few ways you could land on this page. You could have registered for an account and then created a project. You could have done my quick start from punchli.st and skipped the typical registration flow. Lastly, someone can invite you to a project that was already created and they’ll probably have never used or heard the tool before.
What questions might a user have?
So now that I know what page I’m going to start with (Project Page) I took a stab at putting myself in the three user scenarios I mentioned above. Thinking through what these users might be asking themselves. My gut is they will probably start with these questions:
- What is this thing? Why was I sent this?
- How do I use it?
- Can anyone use this?
I stopped at those fundamental questions for now because I want to keep the on-boarding tight and focused for now. If I demo the projected in a webinar I’ll take ten minutes, right now for that user, they aren’t looking for a demo, they are looking to give feedback on a site quickly.
What is my recording setup?
I’m a bootstrapped founder, I need to keep it scrappy and lean. I’m not 100% sure this setup will hold up or if I’ll have to raise the production value with time. With that being said, here is what I have. I’m using my Sony A7ii, a mic, an LED light, and some notes. That is all you need. Honestly, I even considered just using my iPhone, instead of the DSLR, which I think would be good enough as well. Beyond the content getting the lighting and audio right feels like the difference between it looking amateur and worth watching.
Recording and Post Processing
My plan was to only shoot a quick video per question, less than 20 seconds each. Once I got my shot setup and did a couple of tests to make sure the lighting and audio sounded correct I just stood in front of the camera and just did take after take. My goal was to say it enough that it sounded natural and unrehearsed as if I was sitting next to them. If I had to guess it took about 15 to 20 takes a video. After I had the three takes, I brought them into Screenflow (any editing software will do), cut the one take from each I liked best, then ran a couple of audio effects to reduce any echo and background noise.
Product Tours with Intercom
Product Tours have two main components: Steps and Audience.
Steps can either be a video pointer (like I have below), a text pointer, or a rich post. Also, all of these can be bound to an element in your app, Intercom has a pretty clean interface to highlight the element you want the pointer attached to. You can also select whether that step advanced based on a next button, the user clicking on what the step is attached to, or even them filling in some data.
Audience leverages the robust variables and attributes Intercom already has from your app. You can stay broad and show the tour to any visitor or known user but also combine attributes or custom variables to show personalized tours. If you want to show a tour based on how much of a power user someone is you can.
Putting it all together
I’m pretty excited how it all came together, naturally a few ideas for the next one but for now I’m pumped. If you are curious what the tour looks like you can actually watch it here and give me feedback about this post at the same time! 🙂
Getting StartedApril 5, 2021
I started to create these little 30 second intros to Punchlist. I still think it is amazing that you can get a project built and shared out in just a few seconds. Here is the first one: Getting Started. I plan to record one for each of our integrations plus various parts of the app. [...]
New Feature: Video FeedbackNovember 1, 2020
Feedback usually takes the shape of two forms: very actionable task-based feedback and then less precise directional feedback. Both are valuable and typically relative to the stage of your project. Later in a project, you will get feedback like changing an image or fixing a typo, and that feedback is often better written because you [...]
New Integration and ExportOctober 1, 2020
We know seamlessly getting into the existing workflows of project managers is key to why it can make a huge difference in their projects. The key to that has been our integrations, and I’m happy to say that we have recently added Wrike to our list, which already includes Asana, Trello, Jira, Clubhouse, YouTrack, and [...]
Integrations: Github, Clubhouse, and YouTrackAugust 16, 2020
Our goal with Punchli.st has always been to make the life a project manager easier. Gathering feedback to wrap up a project is often the most frustrating part of a project because you are often asking a client to do something they are not used to doing. Our first step was to make giving feedback [...]
Feature: ScreenshotsAugust 1, 2020
Punchli.st is most often used while a website is continuously changing. The beauty of our tool is that the feedback is never against a version of the website that is outdated. Previously, we often saw with screenshots or pdfs; feedback would come back after changes were made or would be conflicting with someone else’s feedback. [...]
Small Update: Sort OrderJuly 17, 2020
Depending on what you are trying to accomplish the way items are sorted on a page could confuse things. Recently we added two new ways to sort items in a Punchli.st project. First, you can now sort by position on the page. So regardless of when the feedback was given the list will show all [...]
Integrations: Asana, Trello, and JiraJuly 15, 2020
Gathering feedback on a web project quickly is fantastic, but if getting that feedback means a tedious amount of work to organize it in your project management tool for your team, it can feel counterproductive. Recently we launched direct integrations with Asana, Trello and Jira. Three of the more common task management systems. Now when [...]
File/Photo UploadMay 18, 2020
One of the main goals with Punchlist is to help project managers stay on top of everything they need to get a project done. Keeping track of documents and files is really hard. Then knowing what photo is for a certain section or copy for a particular page adds to the complexity. Happy to say [...]
Feature Update: Rich Text EditorMay 1, 2020
Being able to give clear concise feedback has a lot to do with how you can format your comment. We’ve updated our comment box to now support Bold, Italics, Bullets, & Inline Links. We considered adding more formatting but it is a fine line between being helpful and distracting. We’ll see how this goes and [...]
New Feature: @MentionsMarch 30, 2020
Earlier this year we rolled out team accounts so organizations could share their subscription with the rest of their team. This allowed organizations to have project managers and team members. Where PMs could create and manage projects. Now I’m happy to roll out the next step in this feature line. You can now mention anyone [...]
TeamsFebruary 18, 2020
Punchli.st’s focus is getting projects completed through collaboration. Having your team or client be able to be referenced and use the tool independently is key to that. I’m happy to say we recently launched the ability to invite Team Members and Project Managers to an organization’s account. Project Managers have the ability to create new projects and [...]
New Feature Update: Direct Linking, List-Only View, & ScreenshotsSeptember 27, 2019
🎯 Direct Linking to Items You can now link directly to an issue regardless of what page the item is on. We load the correct page of your project site as well as scroll down to the annotation. These links are public; you can reference the specific item with your team or client. 🗃️ List-Only [...]
New Feature Update: Pages and BreakpointsJuly 24, 2019
Screenshots and Pages One of the more significant UX issues we have seen over the last few months is that it was hard to know which pages had feedback already. It took a little hunting, and we didn’t do a good job of showing how to get to the page listing. Now we have brought [...]
Read-Only ModeJuly 10, 2019
Excited about this little feature since it came directly through customer feedback. Design Extensions in St. Augustine has been using Punchli.st to help get their client and team feedback. One thing they kept running into was feedback coming into late, so they wanted to be able to lock in all the feedback. We built a [...]
Marking Items Done & TopicsJune 16, 2019
When you are trying to get a project done getting your stakeholders to focus is key. The design has been approved and the last thing you want is to introduce the ability to change something that is baked. One of the key aspects of any review is to focus in on what you actually want [...]
Where am I heading?April 2, 2019
For the last 20 years, I have been talking to clients about getting their projects launched. Starting in 1999, my neighbor asked me if I knew how to build a website. I didn’t, but within a few days, I had something running on Homestead (I think that is what it was called, o.g. Webflow 🙂 [...]
My frictionless getting startedMarch 29, 2019
Until recently I had a pretty standard flow within my app. You sign up, create a project, share it out, and wait for feedback. I’ve talked previously about sticking to the critical path. I took a step back and consider how could I get a user to start collaborating on a project as quickly as [...]
Why Solo?January 26, 2019
Previously I wrote about what I knew I needed to learn in order to build a product. Occasionally I’ll get asked if I had so much to learn why was important to me to build Punchli.st alone. I’m sure there is some deeper psychological reasoning but the easiest way to explain it is I don’t [...]
How and what did you need to learn?January 16, 2019
tl;dr Everything. One of the thing that surprises people when I talk to them about building Punchli.st is the fact that I had never written software before. I’ve always had a technical slant to my work, but I always leaned toward design and strategy. So one of my fundamental goals with Punchli.st was to learn [...]