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📖 READER VIEW (Read-Only, Public Access)

Poor Onboarding Experience

公開セッションセッション #7662026/1/16👁️ 19 閲覧カスタマーサービスとリテンション
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AI Analysis Summary

A new user finds the platform's initial setup and training materials overwhelming and confusing, leading to a negative first impression and difficulty getting started.

報告された問題

I'm new to your platform, and the initial setup and training materials are overwhelming and confusing. I'm struggling to get started, which is a poor first impression.

質問

5 questions
Q1

Which part of the initial setup process did you find most challenging? (ID: 3938)

Configuring core platform settings

Q2

What specific aspects of the training materials were confusing? (ID: 3939)

Lack of clear step-by-step instructions, Information overload/too much content

Q3

What is your prior experience with similar platforms? (ID: 3940)

Limited experience

Q4

What is your primary goal for using this platform? (ID: 3941)

Manage my projects

Q5

On a scale of 1 to 5, how confident do you feel about completing the initial setup after reviewing the materials? (ID: 3942)

2

Identified Causes

4 原因
#1

不十分なオンボーディングフロー

75%

セットアップ手順やトレーニングモジュールの順序が論理的でない場合、ユーザーは迷ったり、前提条件を理解せずに先に進んでしまったりする可能性があります。

#2

専門的すぎる、または専門用語が多いコンテンツ

65%

トレーニング資料は、業界固有の用語を説明なしに使用し、新規ユーザーが持っていない技術的な知識レベルを想定している可能性があります。

#3

研修資料における情報過多

60%

トレーニング内容は広範囲にわたるか、一度にすべて提示されるため、ユーザーが情報を理解し、記憶するのが難しくなる可能性があります。

#4

明確な実行可能なステップの欠如

55%

指示が抽象的すぎたり理論的すぎたりして、ユーザーが従うための具体的なステップバイステップのガイダンスを提供できていない可能性があります。

Recommended Solutions

8 ソリューション
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Develop Step-by-Step Guides

95%Official
Create detailed, numbered instructions with screenshots or short video demonstrations for each setup task.

🤖 AI Analysis

"The user explicitly stated 'Lack of clear step-by-step instructions' and found 'Configuring core platform settings' challenging. This solution directly addresses both by providing detailed, numbered instructions with visual aids for each setup task."

💡

Implement Guided Tours

90%Official
Add interactive walkthroughs for key setup tasks and UI elements.

🤖 AI Analysis

"The user's low confidence (2/5) and confusion with setup suggest a need for immediate, interactive guidance. Guided tours offer real-time assistance during the setup process, which is highly relevant to their stated challenges."

💡

Chunk Content

85%Official
Break down large training modules into smaller, digestible sections or micro-learning units.

🤖 AI Analysis

"The user mentioned 'Information overload/too much content'. Breaking down training into smaller, digestible units directly tackles this issue, making the learning process less overwhelming."

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Add Explanations and Examples

80%Official
Include more context, real-world examples, and visual aids to clarify complex concepts.

🤖 AI Analysis

"The user finds materials confusing. Adding more context, real-world examples, and visual aids will help clarify complex concepts and make the information more understandable, especially for someone with limited experience."

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Prioritize Key Information

75%Official
Highlight the most critical setup steps and essential features for initial use.

🤖 AI Analysis

"Given the user's feeling of being overwhelmed and their goal of managing projects, prioritizing key information will help them focus on what's essential for initial use, reducing the feeling of information overload."

💡

Revise Onboarding Sequence

70%Official
Reorder setup steps and training modules to follow a more intuitive, progressive learning path.

🤖 AI Analysis

"Reordering the onboarding sequence to be more intuitive can address the overall confusion and overwhelming feeling, especially for a new user with limited experience. It complements other solutions by improving the flow of information."

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Simplify Language

65%Official
Replace technical jargon with plain language and provide a glossary of terms.

🤖 AI Analysis

"While not explicitly mentioned as a problem, simplifying language can contribute to reducing confusion, especially for users with limited experience or those encountering technical jargon for the first time. It's a good supporting solution."

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Provide Checklists

60%Official
Offer checklists for users to track their progress through the setup and training.

🤖 AI Analysis

"Checklists can help users track progress and feel a sense of accomplishment, which can alleviate some of the overwhelming feelings. It's a useful tool for managing the setup process, especially when combined with clear instructions."

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