This is a diagram that describes the five pillars needed for an effective onboarding solution. It is based on Krystal Higgins’s “five techniques of onboarding”.
The five pillars are:
- Default settings (timezone, date settings etc)
- Passive help
- Reactive help
- Proactive help
- On-demand help
There are explanations of each in the boxes to the right of diagram.
This is another way to frame online Help and Knowledge Base content, by seeing it as being part of onboarding. In this situation, onboarding is seen as support in the context of a user’s interaction with a product, and not just about installation and first use.