FormAssembly User Onboarding

FormAssembly, a company that helps organizations build online forms, faced the challenge of improving their user onboarding process and more effectively educating new customers. They needed an easy-to-implement system that would increase product engagement and reduce the learning curve for users navigating their drag-and-drop Form Builder platform.

The company implemented Pendo's platform to create personalized onboarding experiences based on individual customer usage patterns. For new customers, they deployed targeted guides that walked users through specific software capabilities while also promoting their onboarding webinars for additional support. For existing customers, they used similar guides to educate about existing features and announce new functionality. Additionally, FormAssembly leveraged Pendo's analytics capabilities to gain insights into how customers were actually using the product and completing tasks.

The results were significant across multiple metrics. FormAssembly achieved a reduction in support tickets, improved customer satisfaction, and gained valuable insights into user behavior patterns. Most notably, their strategic use of in-app guides to promote webinars resulted in a 733% increase in onboarding webinar attendance, demonstrating how digital onboarding can drive engagement with human-led educational content.

The key takeaway for product managers is the power of combining personalized in-app guidance with behavioral analytics to create more effective onboarding experiences. By using data-driven personalization and connecting digital touchpoints to broader educational resources, companies can significantly improve user activation while reducing support burden.