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User Onboarding Interview — Sarah Chen
Feb 14, 3:30PM✶Sarah describes significant friction during onboarding, particularly around the initial project setup flow. She highlights that competing tools offer guided walkthroughs which reduce time-to-value. Key pain points include unclear navigation between steps and a lack of contextual help when configuring integrations.
Walk me through what happens when you first open the dashboard. What's your typical workflow?
Honestly, the first thing I do is look for where my projects are. But it takes me like five clicks just to get to the actual workspace. I always forget whether I need to go through Settings or the sidebar. It's not intuitive at all.
And what about the integration setup? How did that go for you?
That was the worst part. I spent probably 20 minutes trying to connect Slack and I still wasn't sure it worked. There was no confirmation, no test button, nothing. I just had to hope it went through.
- ▶ 00:00Introduction & rapport building
- Interviewer establishes context and explains the purpose of the session. Sarah shares her background in product management.
- ▶ 03:15Current workflow exploration
- Sarah describes her daily routine and the tools she currently relies on for project management and team coordination.
- ▶ 05:42Onboarding friction points
- Discussion reveals significant navigation confusion and integration setup failures during first-time use.
- ▶ 12:30Competitor comparison
- Sarah contrasts the experience with tools that offer guided walkthroughs and inline contextual help.
- ▶ 19:45Feature requests & wishlist
- Key requests include a setup wizard, Slack confirmation, and keyboard shortcuts for power users.
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