The Nonlinear Journey of Onboarding and Product Use

Crystal has a model for identifying where people get into the onboarding to get further into using, well, to the core use really. The beauty of that is that she has arrows pointing from either side showing that it's a nonlinear journey for all users. And acknowledging that is really powerful in helping people realize that they can come into the service from just about anywhere and we need to be prepared for that.