An AI product can impress a new user and still lose their trust if its behavior does not match what they expected. Onboarding establishes a useful first mental model: what the product helps with, where it falls short, and how to begin using it. Focus on what matters to early interactions rather than explaining every technical detail. section 10.2.2
A practical first-use message answers five questions:
- What is this product or feature? section 10.2.2
- What core benefit does it offer? section 10.2.2
- What can it not do reliably or at all right now? section 10.2.2
- How might it become more relevant over time? section 10.2.2
- What can users do to improve its results, such as editing outputs or supplying missing information? section 10.2.2
Set expectations before the first report
An AI assistant for sustainability reporting can analyze company data and draft report text. Its onboarding should also say that it cannot produce visuals, charts, or tables and that users will need to edit much of the text. When an output has low confidence, users can add information or corrections. That gives them a concrete way to work with the system without mistaking a draft for a finished report. section 10.2.2
Choose a format that fits the users and the effort needed to get started. In-app tutorials can guide first steps; tailored guides and hands-on workshops can address a team’s workflow. Onboarding need not carry every lesson: webinars, knowledge hubs, tooltips, and contextual help can support learning after initial use. section 12.3.4
For a consumer product, quick-start guides, in-app tips, and short videos can keep entry simple. In a business rollout, decision makers and daily users may need different explanations: strategic value for one group, effects on everyday tasks for the other. Workshops and a pilot can help both groups see the product in use and provide feedback before a wider rollout. section 12.3.6
Table 12.3 Communication with users and customers in B2B vs. B2C
| Aspect |
B2B |
B2C |
| Target audience |
Customers and users |
Users |
| Onboarding and education |
Tailored onboarding for customers and users; ongoing education (everboarding) |
Quick-start tutorials, FAQs, in-app tips, and videos; minimal effort required |
| Communication channels |
Demos, workshops, ROI-focused webinars, user training materials |
Low-touch; in-app tutorials, automated support, discords, and community building |
| Adoption approach |
Phased rollouts, starting with pilots to show early wins and gather feedback |
Beta launches with early adopters; feedback-driven refinement before broader release |
Compare B2B and B2C choices for onboarding, communication channels, and adoption before selecting a rollout approach. section 12.3.6
