Adaptive Onboarding: From a one-fits-all to a data-driven user-tailored onboarding experience

A contract is a legal document between two or more parties to perform or to refrain from some act now or in the future. The word contract derives from the Latin word contractus and means “to get together”. Nowadays contracts are presented and accepted via the internet and are usually prepared by a vendor linked with a General Terms and Conditions document. Furthermore, the process that a user has to follow is usually the same for each user, in order to avoid tedious actions like printing a document, manually signing it, scanning it, and uploading it, processes are simplified, and a user can sign a contract by the mean of simply checking a box. In the past, processes that lead a user to the sign of a contract, such as utility contracts (that further on will be called onboardings), were handled as a one-to-one solution, having a designated person that correctly regulates its pace to the users one: with the digitalization of the modern era, this kind of processes are designed as a one-fits-all solution, without pace regulation. The main goal of this project is to tackle difficulties that users may encounter during these procedures, by devising an adaptive onboarding system that, aided with insights drawn from data extraction and data analysis procedures, minimise the number of abandoned carts. Knowing this, the hope for the future is that the process that leads a user onboard is going be tailored on the behaviour, the psychological attitude, and its many other attributes (including demographics), by adding value to the whole process, in order to have a user that is aware and not a spectator, of what’s going on the screen. With the aim of this kind of interaction, several things are needed: two types of user data stand out in importance, namely implicit data and explicit data. Provided this, the purpose of this project is to start to create the implementation of an onboarding process that customises the experience of each unique user, according to what other similar users have done before in the same process. This kind of onboarding aims to sit in the middle between traditional onboarding, where empathy and flexibility are the biggest strengths, and digital onboarding, with which you can get measurable data and there are no scalability issues: the goals of this onboarding are mainly to generate a system capable of establishing a pseudo-empathetic relationship with the user by a system that learns quickly by adapting to the user, and that is as cheap as a classic digital onboarding.