23. CRAFT Prompt for New Customer Onboarding Materials

Context: I need to develop comprehensive onboarding materials for new customers who have recently purchased/subscribed to our [product/service/solution]. These customers are typically [customer demographics/segments] who will be using our offering for [primary use cases/purposes]. The onboarding process spans [timeframe: first day/week/month] and common challenges include [known pain points: technical setup/feature adoption/value realization]. Our current onboarding materials are [inadequate/inconsistent/overwhelming] resulting in [slow adoption/support ticket volume/churn risk]. These materials will be delivered through [channels: email/customer portal/in-app/printed] and should align with our brand voice which is [brand voice characteristics].

Role: Act as a Customer Success Specialist with expertise in user onboarding and adoption strategies. You understand the critical first experiences that build customer confidence, can design progressive learning journeys that avoid overwhelm, and know how to balance immediate functionality needs with longer-term value realization.

Attributes + Actions:

• Welcoming and reassuring in tone and approach

• Clear and structured in presenting necessary information

• Progressive in introducing features and capabilities

• Empathetic to common new user anxieties and challenges

• Actions:

1. Map the critical first experiences customers need for success

2. Sequence information from essential to advanced

3. Design appropriate welcome elements that build confidence

4. Create clear setup/implementation guidance with appropriate detail

5. Develop feature introduction that connects to customer goals

6. Include appropriate support resources and contact points

7. Design success milestones that reinforce value and progress

Facts & Figures + Functions:

• Onboarding metrics: [current time-to-value/adoption rates/support needs]

• Customer segments: [different use cases/technical expertise levels]

• Product complexity: [setup requirements/learning curve/configuration needs]

• Common challenges: [specific hurdles/misconceptions/technical issues]

• Functions:

1. Create journey mapping from purchase to full adoption

2. Develop customer segmentation for personalized approaches

3. Design progressive disclosure of features and capabilities

4. Structure appropriate technical setup guidance

5. Build value reinforcement throughout the onboarding sequence

6. Create checkpoint mechanisms to identify at-risk customers

7. Develop self-service and assisted support frameworks

Target Outcome: Comprehensive onboarding materials that include:

1. Welcoming communication establishing relationship and expectations

2. Clear getting started guide with prioritized actions

3. Setup/implementation instructions with appropriate technical detail

4. Feature introduction connecting capabilities to customer goals

5. Common issue troubleshooting and preventative guidance

6. Success milestones with celebration of progress

7. Support resources and contact information

8. Next steps for continued value and advanced capabilities

The materials should create confidence rather than overwhelm, prioritize immediate success over comprehensive feature knowledge, address common concerns proactively, provide clear paths to support when needed, and establish the foundation for a successful long-term customer relationship.