Tyler Tringas

Um, I think that a lot of times, um,

folks just, founders just kind of fail to just take a moment and empathize with your customer and think about, okay, what is the actual job to be done here at each of those stages of the process?

Not like, what do you want them to do?

Not what is your sort of product set up in such a way, but how do you really remove friction from every phase of that process?

And so I was just relentless about

automation and clarity at each phase of the onboarding process.

So an example that I see all the time is like, you know, you have an empty state for a part of your app, right?

Where it's eventually going to be filled up with records and somebody comes on it during onboarding and it's just this empty list of rows.

It's like, no, if it's empty, it's useless.

So you should replace the empty list of rows with a video on how to fill this thing up, right?

you know right now we obviously know that you have not successfully done the thing that puts data in here so we should optimize for teaching you how to do that at this point in the process you know i think like i mean i have a big post somewhere of like all these little nitpicks but you know people use bad error messages right it'll just be like you upload a csv and it's just like csv invalid like come on no no you need to write like a ton of logic in there to be like look it's

obviously a .xls file like don't don't upload those upload these you know like okay this you know you didn't put the name column like make it so that people actually can and some and some copy right nice try batman let's try this again your xls file needs to be csv or you know exactly yeah and and you know just generally like one of the things was integrating

your help docs, your... We use intercom, but any kind of in-app chat with actual milestones, right?

So I would set up automation where it was like, okay, one of the key things would be you need to upload a list of your stores.

It doesn't do anything unless you put the data in here.

And so if five days go by and...

you haven't done that.

We would just automatically send an in-app message and an email saying, Hey, it seems like you haven't done this yet.

Here's various options.

Here's how to do it.