It’s the d-day.
Your product is ready to be launched with all the improvements and bugs fixed based on the many customer interviews you’ve made earlier and the feedback you collected so far.
You’ve included the latest features your most valuable customers asked for and tested every single new functionality.
All is running perfectly and you release the product assuming it’s intuitive enough for your customers to use it immediately.
But after a while, you realize the new functionalities you’ve pushed for are not being used as frequently as you expected. Moreover, you started getting calls as your customers are stuck with using the new tools.
The mistake here is the assumption you made that customers can use your product as it is.
You thought it was easy for the customer to figure out how your product works.
You even started blaming the users themselves for not being aware of the most basic actions they can take within the product.
But the truth is the issue is never with the end-user.
It’s your job as a company to ensure your product is easy enough for the customer to use it with the least friction possible.
It’s therefore key for you to first deliver a stellar onboarding process with the fundamentals of using your products or services. You need to literally show your customers even the most basic actions they can take.
So, don’t just assume they can use your products out of the box.
Keep on educating your customers at every single interaction and touchpoint.
This will help you remove the overload your customer-facing teams will start getting otherwise!