Getting a new customer through the door is one thing, but making sure they understand how things work is another. In this episode, Jason Fried and David Heinemeier Hansson break down how (and why) 37signals redesigned the onboarding experience with their latest version of Basecamp, why onboarding is one of the easiest things to overlook, and what it looks like when founders stay personally connected to that first impression.
Key Takeaways
00:09 – What Basecamp's onboarding looked like before, and what changed with Basecamp 5
04:01 – Why onboarding is one of the hardest things to get right
08:33 – Why the people who built it are best suited to showcase it to customers
11:07 – Using onboarding to introduce who you are, not just what you built
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