Tips for Improving First-Time User Experience

Users judge your product in 50 milliseconds. At Microsoft & Instacart, I learned 60% never return. Here's the psychology that changed everything: I call it the "Kleenex User principle": Just like you can't un-use a tissue, users can't un-experience your product. That first interaction permanently shapes their perception. Most founders obsess over perfect features and slick designs. Meanwhile, they hemorrhage users in the first 5 minutes. The real cost isn't just lost customers: • Wasted marketing dollars • Skyrocketing acquisition costs • Dead word-of-mouth • Zero network effects After thousands of user tests, I developed the "Success Roadmap": 1. Immediate win (30 seconds) 2. Core value demo (2 minutes) 3. Future potential (5 minutes) Most founders overwhelm users immediately. It's like teaching swimming by throwing someone in the ocean. Instead, here's what works: • Start with ONE thing • Make it impossibly easy • Let them taste success • Build complexity gradually We tested this at Instacart: We simplified first-time ordering to 3 clicks. Users got their first "win" in seconds. The psychology created: • Instant dopamine hit • Boosted confidence • Natural exploration • 40% higher retention But here's the game-changer: First-time users are your gold mine - they see your product with fresh eyes. Build a rapid feedback loop: • Watch new users like a hawk • Note every hesitation • Fix friction instantly • Test again • Repeat A bad first impression doesn't just cost one user. It costs their entire network of potential customers. Get it right? You build a viral growth engine. — Enjoy this? ♻️ Repost it to your network and follow Kevin Henrikson for more. Weekly frameworks on AI, startups, leadership, and scaling. Join 1300+ subscribers today: https://lnkd.in/gSjjvzt9

𝗕𝗮𝗱 𝗼𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 𝗸𝗶𝗹𝗹𝘀 𝗴𝗼𝗼𝗱 𝗽𝗿𝗼𝗱𝘂𝗰𝘁𝘀. Your onboarding is the user’s first impression of your app, and like it or not, it’s 𝗲𝘃𝗲𝗿𝘆𝘁𝗵𝗶𝗻𝗴. You could have a revolutionary product, but if the onboarding isn’t spot on, you’re practically inviting users to walk away. Here’s what to consider when building your flow: 𝟭. 𝗖𝗮𝗻 𝗺𝘆 𝗴𝗿𝗮𝗻𝗱𝗺𝗮 𝗳𝗶𝗴𝘂𝗿𝗲 𝗶𝘁 𝗼𝘂𝘁? The KISS (Keep It Simple, Stupid) principle is key for product onboarding. If your grandma would struggle with your flow, it’s probably too complicated. This doesn’t mean removing all the friction. The goal is to make the process simple enough so users can complete it without bouncing. 𝟮. 𝗗𝗼𝗲𝘀 𝗶𝘁 𝗲𝗱𝘂𝗰𝗮𝘁𝗲 𝘂𝘀𝗲𝗿𝘀 𝗶𝗻 𝗮𝗻 𝗲𝗻𝗴𝗮𝗴𝗶𝗻𝗴 𝘄𝗮𝘆? A good onboarding flow guides users through the essentials without boring them. It excites and builds anticipation. A longer flow is sometimes necessary to deliver the app’s “aha” moment, but if it drags or repeats, you risk losing users before they even get started because of boredom or frustration. 𝟯. 𝗜𝘀 𝗶𝘁 𝗽𝗲𝗿𝘀𝗼𝗻𝗮𝗹? The era of one-size-fits-all onboarding is over. The purpose of onboarding is to show users that your product is exactly what they need, and personalization is a powerful weapon for that. Tailor the flow based on different data points like how users discover your product and their specific goals. 𝟰. 𝗗𝗼𝗲𝘀 𝗶𝘁 𝗵𝗮𝘃𝗲 𝗮 𝘀𝘁𝗿𝗼𝗻𝗴 𝗵𝗼𝗼𝗸? Users should know why they can’t live without your product 𝘄𝗶𝘁𝗵𝗶𝗻 𝘁𝗵𝗲 𝗳𝗶𝗿𝘀𝘁 𝟯𝟬 𝘀𝗲𝗰𝗼𝗻𝗱𝘀. Understand your audience’s problems, identify your product’s top value proposition, and make it front and center during onboarding. 𝘽𝙤𝙣𝙪𝙨 𝙩𝙞����: 𝘾𝙧𝙞𝙨𝙥 𝙘𝙤𝙥𝙮𝙬𝙧𝙞𝙩𝙞𝙣𝙜 𝙢𝙖𝙠𝙚𝙨 𝙖𝙡𝙡 𝙩𝙝𝙚 𝙙𝙞𝙛𝙛𝙚𝙧𝙚𝙣𝙘𝙚. 𝟱. 𝗜𝘀 𝗶𝘁 𝘀𝘁𝗶𝗰𝗸𝘆? A great onboarding flow leads users to the product's "aha!" moment early. Find ways to get users invested quickly: First actions, quick wins, rewards, or anything else that encourages them to return. 𝟲. 𝗗𝗼𝗲𝘀 𝗶𝘁 𝗳𝗲𝗲𝗹 𝗻𝗮𝘁𝘂𝗿𝗮𝗹? Onboarding should be so smooth that users don’t even realize they’re being onboarded. Remember, it is not separate from the product, but an integral part of the overall experience. 𝟳. 𝗖𝗮𝗻 𝗶𝘁 𝗲𝘃𝗼𝗹𝘃𝗲? The best onboarding flows weren’t built overnight. They’re the result of countless iterations. Keep refining your process as you gather more data, and make sure your onboarding flow can evolve without needing a complete design or code overhaul. Remember, in the end, it's all about getting users to that “holy sh*t” moment as fast as possible. Nail this, and you've won half of the battle. Follow me for more insights on product design, startups, and entrepreneurship!

I didn’t win my first users with features. I won them with trust. Here’s how I built it. ✅ I don’t start with a pitch. I ask questions. “What’s your biggest struggle with content right now?” “What have you tried that didn’t work?” This helps me understand their world—before I even mention my product. ✅ I treat early users as collaborators, not just customers. Their feedback is gold. They tell me what’s confusing, what’s useful, and what’s missing. They help shape the product roadmap more than any spec sheet. ✅ I follow up personally. After someone uses the tool, I check in. “Was it smooth? Where did you get stuck? What would make it 10x easier?” These small touchpoints go a long way in building long-term trust. ✅ I’m transparent about what’s ready and what’s coming. I never overpromise. Instead, I say: “That feature isn’t ready yet, but we’re working on it—and I’d love your input.” In a world of automation, early-stage trust is still built one human at a time. If you’re building something new, don’t wait for perfection. Start conversations. You’ll build something better, and more importantly, you’ll build belief.

Key learnings from 8+ Years of Customer-First Design 💡 1. Understand the customer’s pain points deeply: The most successful products don’t just solve problems, they solve the right problems. To truly understand what your customers need, immerse yourself in their world. Conduct deep, qualitative research, listen to their stories, and build empathy. Every feature, decision, and design should stem from this fundamental understanding. [Lesson]: Invest time in user research and listen to real customer feedback early and often. ___________________________________ 2. Agility is key, but don't compromise on quality: Startups require you to iterate fast, but a “move fast and break things” mindset shouldn’t come at the expense of delivering a seamless experience. Customers today expect a polished product, even in beta. Striking a balance between agility and quality requires thoughtful prioritisation of features and a focus on minimum viable experiences rather than just minimum viable products. [Lesson]: Create customer delight by balancing speed and quality, focusing on small but meaningful wins. ___________________________________ 3. Personalisation enhances customer loyalty: Personalised experiences make customers feel valued. By leveraging user data to tailor content, product recommendations, or communication, you create a more engaging experience. The more relevant your product feels, the more likely users are to stick around and become loyal advocates. [Lesson] Personalise wherever possible, be it through onboarding flows, UX, or content that speaks directly to individual user journeys. ___________________________________ 4. Simplicity is the ultimate sophistication: A customer-first experience should feel intuitive and effortless. Users shouldn't have to think too hard about how to interact with your product. Prioritise simplicity over feature-richness, eliminate unnecessary complexity that confuses users. Always test how users experience your product to ensure it’s frictionless and easy to navigate. [Lesson] Streamline user journeys by simplifying interactions and focusing on clarity over cleverness. ___________________________________ 5. Feedback loops are critical Listening to customers doesn’t stop at launch. You need constant feedback loops, whether through surveys, user testing, analytics, or support channels—to keep improving the product. What worked in the early stages of the startup might need refinement as you scale. Continually refining your product based on direct customer feedback is crucial to long-term success. [Lesson] Build strong feedback loops that keep you connected to customer needs, and iterate based on that insight. Customer-first experiences don’t just happen; they are the result of intentional design, deep empathy, and a commitment to continually evolve based on customer needs. #CustomerFirst #UXDesign #StartupLife #UserExperience #ProductDesign

Adoption doesn’t happen because you told them it’s valuable. It happens because they experience the value themselves. Think about it: we live in a world drowning in new tools, processes, and endless updates. Yet, despite the overwhelming effort to explain why change is essential, people resist. They nod, they smile, and then—nothing. Why? Because true adoption isn’t about hearing value. It’s about feeling it. Here’s why adoption is so hard: -> Our brains are wired to resist change. Neurological studies show that the brain reacts to change as a threat, activating stress responses. When forced into new processes, people often feel uneasy and unmotivated. -> The power of habit. Behavioral science teaches us that habits are hard to break because they’re wired into the brain's basal ganglia. New processes disrupt those habits, which feels uncomfortable and, yes, often unwelcome. So how do you get people to really adopt something new? It’s all about experience—making them feel the benefits. Here are 7 science-backed ways to create that experience: 1) Provide Step-by-Step Support in Real-Time - Cognitive Load Theory states that people can only process so much information at once. Break tasks down with on-screen guides to reduce overwhelm and make complex tasks feel achievable. 2) Time Updates with Relevance - Research on information relevance shows that people are more likely to act on information that feels timely. Real-time notifications increase the perceived urgency and importance, leading to quicker adoption. 3) Surface Content Based on Context - Contextual learning theory suggests that when information is directly relevant to a current task, it’s more likely to be retained. Providing the right content at the right time reinforces its utility and makes it feel immediately valuable. 4) Centralize Knowledge with Easy Access - In a study by Forrester, 68% of employees report wasting time looking for information across multiple platforms. Streamlined access to knowledge saves time and reduces frustration, removing barriers to adoption. 5) Guide New Users with Structured Onboarding Incremental learning is scientifically proven to reduce cognitive overload. By structuring onboarding into manageable steps, you reduce anxiety and build confidence from day one. 6) Offer Self-Service Options for Autonomy Autonomy-supportive environments boost intrinsic motivation. Embedding self-service guidance within tools helps users feel capable and independent, which drives ongoing adoption. 7) Instant FAQs for Reducing Frustration According to the Information Retrieval Theory, the quicker users can access information, the less likely they are to disengage. Easy-to-find FAQs help people stay productive and focused on the task at hand. When people experience the benefits in real-time, adoption becomes a natural outcome, not a forced action. Make it easy. Make it relevant. stay Supered⚡ and never, EVER stop believing -matt

The biggest UX mistake that kills products is... 👇 Only listening to your power users ☠️ I see too many UX teams falling into this trap: - Testing with the same 10 "super users" who know every shortcut - Gathering feedback from only veteran users - Assuming your early adopters represent your entire market - Letting loud voices drown out silent struggles Here's the harsh truth: Your power users are lying to you (without meaning to). ↳ They've adapted to your broken flows. ↳ They've memorized your confusing navigation. ↳ They've become blind to the barriers that stop 80% of potential users at the door. Worse yet... They'll defend clunky 10-step processes because "that's how it's always been done." Meanwhile, new users expect modern, intuitive solutions. Here's your action plan: 1. Recruit Wide, Not Deep - Set quotas: 30% non-tech users, 30% over 50, 20% accessibility needs - Find people who've NEVER used your product - Include those who abandoned after one try 2. Watch for Silent Failures - Track rage clicks from new users - Monitor where first-timers drop off - Study the 3-second confusion moments 3. Create Friction Tests - Have your power users train newcomers - Document every "that's obvious" moment - Those gaps? That's where your product breaks 4. Challenge Legacy Thinking - Ask: "If we built this from scratch today, would we do it this way?" - Test innovations with fresh users first, then ease power users into changes - Track adoption curves: new users often embrace better UX faster 5. Build Diversity Checkpoints - Before every release: "Did we test with non-experts?" - Monthly reviews of user demographic data - Quarterly "fresh eyes" testing sessions Remember: Your product isn't just for the people who "get it." It's for everyone who needs it. --- PS: What's one feature in your product that power users love but new users can't find? Follow me, John Balboa. I swear I'm friendly and I won't detach your components.

Ever wondered why some systems make users feel like they need a PhD to operate them? Let's fix that. Many tech leaders think they know what users want, but often, they're missing the mark. It's time to stop designing for awards and start designing for your users. Here's how to create a truly user-friendly system: 1. Easy-to-Navigate Streets 🏙️ Imagine your software as a bustling city. A good city has clear street signs, and your software should too. Users shouldn't need GPS to find what they need. Make navigation intuitive. A well-planned grid beats a confusing tangle of alleys any day. Engagement ROI: Investing $1 in UX design can yield a $100 return. That's a 9,900% ROI! (Source: Forrester) 2. Efficient Public Transit 🚇 In cities and software, quick travel matters. Your system should be as fast as an express train. Make it run faster and simpler. Let users complete tasks before their coffee goes cold. 3. Helpful City Services 🏥 Every city faces issues. In software, they're bugs and errors. Handle them like a responsive city hall. Don't just say "Road Closed." Explain the detour and when it'll be fixed. Be the helpful mayor, not the grumpy bureaucrat. Cost Savings: Fixing design issues in development is 100x more expensive than addressing them during design. (Source: IBM) 4. Customizable Neighborhoods 🏘️ Some folks prefer downtown, others the suburbs. Let users customize their experience. It's like letting them choose their ideal neighborhood in your digital city. They'll feel more at home and stay longer. 5. Listen to the Locals 👥 Residents know their city best. Your users are the locals of your software city. Watch how they navigate. Listen to their feedback. Use their input to build a better user experience. Conversion Boost: A well-designed UI can boost website conversion rates by up to 200%, with UX improvements driving increases up to 400%. (Source: Forrester) Continuous Urban Planning 🏗️ Great cities evolve. So should your software. Keep refining based on user feedback. It's like urban renewal – consistent improvements lead to a thriving cityscape. Your goal isn't to build the tallest skyscraper. It's to create a place where users feel at home. When they can navigate your system as easily as their favorite city block, you've succeeded. Next time you're designing a system, think like an urban planner. Would YOU enjoy living in this digital city? If not, it might be time to revise those blueprints. What's your take on creating user-friendly systems? Share your best 'user-friendly' experience in the comments below. Think about a system you use regularly. What one change would make it significantly more user-friendly for you?

Emitly UI design Sign up screen ⬇️ When we talk about user experiences that leave a mark, we often think of the “big moments”—exciting features, flashy animations, powerful interactions. But let’s take a moment to look at the sign-in/sign-up process—the unsung hero that’s often a user’s very first touchpoint. How we design this “entryway” can set the tone for everything that follows, even influencing a user’s decision to stick around. Here’s why I believe we need to put as much heart into this part as any other, and a few ways to do it right: ◽Prioritize Simplicity: First impressions count, and no one wants to spend too long setting up. Keep the process short and simple. Only ask for essentials, making every field feel necessary and justified. For Emitly, I trimmed the flow to just the core elements, aiming for a seamless and friendly start. ◽Offer Multiple Sign-in Options: Different users, different preferences! For instance, some are more comfortable using social accounts, while others lean towards email or phone numbers. I incorporated multiple options for Emitly, so users can pick what feels right for them. It’s a small thing that makes a big difference in the welcoming experience. ◽Communicate Trust:Users are trusting us with their information, and that’s a big deal. Reassuring them through familiar icons, a clean design, and hints of secure data handling goes a long way. For Emitly, every design choice, from icons to colors, was about reinforcing that sense of safety and reliability. ◽Optimize for Speed: There’s little as frustrating as lag in the sign-up flow. Make sure that each action is responsive and that any loading time feels almost invisible. With Emitly, I focused on speed and clarity—no unnecessary loading, no awkward waits. ◽Onboarding, Not Just Signing Up: Once users sign in, don’t just leave them there. Offer a brief tour or subtle prompts, guiding them to what matters most in your app. For Emitly, the aim was to make users feel they’re instantly in the right place, discovering features without feeling overwhelmed. A smooth, engaging sign-in/sign-up experience isn’t just about getting users in the door; it’s about showing them you value their time and privacy. When done right, it sets the tone, builds trust, and creates that all-important first sense of connection. So, next time you design, give this step the love it deserves. #userinterface #userexperiencedesign #userinterfacedesign #uiux #usercentricdesign #figma #uidesign #uxdesign

Most people talk about getting more traffic, but more traffic won’t fix a broken user experience. 70% of eCommerce traffic is mobile, yet most checkout experiences are still designed for desktop users. If your revenue is plateauing, here’s what’s likely happening:  - Your site loads fast but your users don’t move fast. A mobile page that loads in 2 seconds means nothing if users still have to pinch, zoom, and navigate endless dropdowns to buy.  - Your checkout process isn’t mobile-friendly, it’s just mobile-accessible. There's a difference. The friction that feels minor on the desktop becomes a conversion killer on mobile. Autofill, express checkout options, and one-tap payments aren’t "nice to have" anymore—they’re non-negotiable. - You’re treating mobile like a smaller version of a desktop. Mobile users have different intents and behaviors. They skim, scroll, and expect instant clarity. If they have to think, you’ve already lost them. What You Need to Fix: Now ✅ Design for mobile-first, not mobile-friendly.   Move away from desktop-first thinking. Your site should be built for mobile behavior, not just adjusted to fit a smaller screen.  ✅ Make checkout invisible. No excessive form fields. No distractions. Think one-click, biometric payments, and seamless autofill. ✅ Test real behavior: not assumptions. Don’t rely on industry best practices. Watch your users, analyze session recordings, and fix friction where they actually drop off. Your mobile experience doesn’t need to be “good enough.” It needs to be effortless. Because if you don’t optimize for mobile conversions, you’re leaving 70% of your revenue potential on the table. #customerexperience #ux

How to win users and delight people in 2025... Planning ahead? This is for you. 1. Listen and learn: Dive deep into user feedback. Not just the what, but the why. What's driving their needs? Understand their pain points and what makes them tick. 2. Empathize: Put yourself in your users' shoes. Really feel their frustrations and aspirations. This isn't just about building a product; it's about solving real problems for real people. 3. Iterate fast: Move quickly and break things? Maybe. But definitely iterate fast. Get that MVP out there, gather feedback, and refine. Your users will appreciate seeing their input shape the product. 4. Focus on UX: A delightful user experience isn't just a nice-to-have; it's a must-have. Make your product intuitive, engaging, and, above all, easy to use. 5. Personalize: One size doesn't fit all. Tailor the experience to individual users as much as possible. Make them feel like the product is built just for them. 6. Educate: Sometimes, users don't know what they want until you show them. Educate them about your product's potential, and how it can make their lives easier or their work more effective. But never try to replace good UX with instructions! Remember: users don't read. 7. Support: Be there when your users need you. Stellar customer support can turn a frustrated user into a loyal advocate. 8. Build community: Foster a community around your product. When users feel part of a tribe, they're more likely to stick around and become evangelists. 9. Surprise and delight: Go beyond expectations. Little surprises, like unexpected features or thoughtful gestures, can turn ordinary users into passionate fans. 10. Keep evolving: The market and user needs are always changing. Keep your product and your approach fresh to stay ahead of the game.