Walkthrough Use Cases
Onboarding & Product Tours
The most popular use of walkthroughs is for onboarding and giving tours of products and services. As part of the onboarding process, users need to be sold on the benefits of adoption. Features that shorten time to value and help provide an instant sense of gratification and expertise should be the focus here.
Wait until users have learned the basics before introducing features that aren’t vital to the user’s primary goals. Give users a chance to explore and get acquainted with your product before introducing non-essential features, like shortcuts.
Customer success and support departments, with their knowledge of common user questions and challenges, can help to implement walkthroughs in order to remove tedious tasks from their workflows while still providing a personalized experience to their audiences.
This can minimize the influx of support tickets to your teams and lower redundant requests, freeing up time for more urgent issues.
Use walkthroughs when you release new features or redesign a certain interface aspect. Debut your latest enhancements by offering timely walkthroughs that will reach your customers when they’re most engaged.
Using customer behavioral data, you can deploy in-app guides for valuable features that are underused. Target users by looking at their end goals and product proficiency. Consider adding a “Don’t forget about this feature” walkthrough after a user has been with you for a few months to enhance and simplify their experience.
Upsells & Cross-sells
For users that are especially engaged with your product, use walkthroughs to promote relevant upsell or cross-sell opportunities. Analyze their engagement data for indicators as to who is most likely to upgrade and expand.