It's pretty simple to understand - when a user opens a tool, it's because they want to do the thing that tool does, now.
If someone opens my videoconferencing product 98% of the time it's they've got a scheduled call to join within the next 20 seconds. They're not going to be late for their meeting so they can read my release notes.
If someone opens my PDF viewer, 99.9% chance they want to view the PDF they just opened. Very rare someone opens the PDF reader because they're just having a look around to see if there are any interesting new features.
If someone opens my virtual whiteboard product, 95% chance they're in some sort of sprint review meeting and they want to write some virtual post-it notes right now. A tour isn't what they need.
If someone opens the ticket management product, or the expense report filing product, or the music playing product... you get the picture.
Thats true for point solutions. You often dont find a guided product tour there.
Guided tour does have its place where the product is a workflow, a platform offering, has bunch of features and you want to introduce the feature to them.
If you are paying 10-25k USD per year, you expect some onboarding specialist who gives instructions on integrating ACH and payroll systems etc. It is very common for non-technical folk to hop on a onboarding call.
People often try to automate that as it is expensive, but i think people prefer that human touch esp. when you are paying alot of money.
Also because generally in those cases you don't really want a guided tour of the whole product, you have a problem you want solving and you would like to see how to solve that problem with the product. Which either talking to a person who knows the product or reading through some documentation/guides does, but a guided tour generally does not (or at least does not do efficiently).
Often I see that there's a new feature, and I'm interested in it, but my options are do the demo now, or hide it. But I want to do it later! I'm admittedly terrible at operating GUIs, so maybe it's just a me issue
I want that too. Most of these tours interfere. A pattern I like is just a little dot indicator where the new thing is. It's not in the way. But if I click the dot, or it's menu item, then I see the tour.
Don't get in my face when I'm trying to get task done. Ain't nobody got time for that!
New users are probably the only ones who really need guided product tours. If I'm a longtime existing user I'm far less likely to be interested in a guided tour.
My kids’ school uses a web portal to add money to their lunch accounts. My only task when I open this website is to pick an amount and click submit and give them my money.
Whose idea was it to show me a “what’s new” popup of all the jira tickets they closed in the last sprint?
What’s new? Nothing is new. It works just like it used to. Just take my money and leave me alone, please.
But if you have (through whatever process) sent them a complaint that, say, "it doesn't work right using Firefox X.Y running on Windows 7", then those release notes might in fact be interesting to you. So there actually is a reason for you to be able to see them. Not for them to get in your way, though. 99% of the people won't care.
I feel the exact same way about tutorials in games that try and be comprehensive and show you everything.
Incremental games do an amazing job at this (things like Universal Paperclips, A Dark Room, etc); parts of the game are revealed to you as you need them and it's often a fun surprise. I don't think the same thing is directly applicable to productivity apps, but I wonder if something could be taken from the pattern.
This is timely -- I'm coding an app at the moment and had the fleeting thought that "hey I should do a new user onboarding tour thingy" and then remembered that in general I skip them, so I havne't made one :)
On the other hand, I think it's interesting to compare the dislike in these comments (and elsewhere) to "RTFM" culture. What's the primary difference? That you can read the manual or use the product at your discretion? e.g. `ls` doesn't forcefully open the man page when you run it for the first time?
(I'm aware of the goomba fallacy and that these are likely two different groups of people - I still think it's interesting!)
You nailed the primary difference. If I want to just use the tool I can do that; if I need to learn how to use a complex feature, I can consult the help or do a web search for a how to.
1) Push vs pull. As you identified, ls doesn't stop you from doing the thing you wanted to push the man page on you when you don't need/want it. ls just does the thing you ask. man also just does the thing you ask. The product tour is a sign that the developer doesn't understand consent and is trying to get the user to do what the developer wants, not what the user wants.
2) It's infantilizing. The product tour assumes the user doesn't know what they want, and doesn't know how to RTFM to learn how to do the thing they want to do. It treats the user as having no agency.
2.5) It's a tacit admission that TFM sucks and R-ing it isn't a productive use of your time.
Any kind of tour/nag tooltip on any app/site I use stays up forever, until they hopefully finally realize I am never going to interact with their cognitive-energy-wasting noise that should never have been shown to begin with. I've had the "try out dark mode" tooltip showing on JIRA for months. Just don't show these. Don't waste people's time. There are sites I close and never come back to because they start with an unskippable tutorial.
Just a couple examples offhand..
Discord (constant tooltips covering the screen to harass me to try "Nitro", or some new AI BS I am never going to even remotely consider trying)
Miro ("Sign in with Google" modal in the top right, "CANVAS 26" conference signup site stripe covering the top of the screen, frequent "What's new" modal covering the entire app, "How likely are you to recommend this product or service to a friend or co-worker?" net promoter score survey covering the bottom of the screen, which makes zero sense whatsoever as an enterprise user)
JIRA ("Try dark theme" tooltip covering the top right of the page)
Figma ("Reconnect with Community" tooltip covering some content on the left)
I chuckled cause the convenience/grocery store is laid out to make us find the high margin items and not what we need. They can't explain it to us otherwise we'd shop less.
I can't think of a single time I've looked at a product tour and thought "well, I'm really glad they told me that, I never would have figured that out.
What the product tour I think often misses is that people don't want to learn your entire tool at one time.
They came to do one thing, that one thing needs to be brain dead simple.
Over time, you can show people what else they can do. But a product tour isn't the way to do that.
I think progressive UIs where you expose more and more to the user over time is the way to go.
If you're thinking "but I have so many features and capabilities this person needs" you probably haven't identified what the one thing people are paying you for is.
Every time some software tool displays one of those "helpful" messages - "We've reshuffled these features, so now they're hidden over here!" I get angry and dismiss the popups as quickly as possible.
I've got a task to accomplish, I wasn't just sitting around with nothing to do.
Imagine you get in your car to drive to work, and the dashboard displays a pop-up that tries to show you the latest feature. No!
Yeah plus 99% of the time those reshuffled features are extraneous shit I never cared about for a millisecond in the first place. "We moved Stickers over here!" ... that's nice, I'm here to make some software and had to open this horrible web app to look at a flow chart someone made.
The other huge problem is you never tell the user what they'll get out of the tour. People will invest in a tour if they understand the reward (and "learning" can't be the reward).
Instead of product tours I like how AWS has little info/help buttons that are placed right next to every informational/actionable element on their dashboard. Totally unobtrusive. If you want to understand something on the dashboard that is not obvious at first, you can click on the info/help button that opens a side panel with a lot more information about that particular element (and any associated topics). Most of the time, you just know what you are dealing with (or can guess what that particular topic might mean and you will probably be right).
Incredible that tooltips were killed because braindead """designers""" couldn't figure out how to make them work on mobile.
They'll be reintroduced under a new name in a decade or two with endless self-congratulation. Same as physical car controls.
Here's a solution off the top of my head: have a dedicate "info" button at the OS level. Holding the button disables normal interaction, highlights all inspectable elements, and allows you to click on each one for a description. Like "inspect element" in the browser.
> Here's a solution off the top of my head: have a dedicate "info" button at the OS level. Holding the button disables normal interaction, highlights all inspectable elements, and allows you to click on each one for a description. Like "inspect element" in the browser.
This is a really cool idea. Agreed! Wish something like this actually existed.
My instinctive and immediate response to any popup is to hit "Esc" and if that doesn't make it go away I look for the "X" in the corner and failing that I'll nuke it with browser tools.
Popups are a great way to get your content ignored.
I've never in my life seen a useful product tour. They're always blatantly obvious like "THIS IS THE SEARCH BAR. USE IT TO FIND CONTENT ACROSS OUR PRODUCTS AND SERVICES."
The best UX is using obvious and standard design, plus a searchable menu / command palette.
Ime, the only useful product tours where in games, I. E., tutorials. This usually extends up to in-game hints at certain features like a characters ability. A lot of software can probably pull inspiration from there in regards to including hints with minimal interruption during usage (tooltips that are shown longer the first time you use something etc).
This isn't that hard. Most of the time, the "changes" are useless UI Slop: "we've moved notifications to this TOTALLY BETTER OTHER SPOT IN THE SCREEN that one of our designers snuck a commit in with and nobody wanted to argue about it, because the last time it just came down to differing opinions. Its not really better but it's different!"
And the other reason is because most users probably have day jobs and need to get something done.
All of the comments & discussions about this kind of stuff makes me wonder if computer keyboards should bring back the "F1: Help" button, for absolute newbies or obtuse software.
but this time, make apps actually respect it :)
Or better: tie it to an OS-level screen-reader AI that explains what's what's on the spot.
Atlassian is particularly enraging, especially if you're dealing with setting up "new" accounts. I've worked with your shitware for a decade now, I know how it works, DO NOT FORCE ME TO MAKE TEN CLICKS TO GET RID OF A FUCKING INTRO.
Rather, invest your time into a good, logical UI and, most importantly, good AND CURRENT documentation.
It's pretty simple to understand - when a user opens a tool, it's because they want to do the thing that tool does, now.
If someone opens my videoconferencing product 98% of the time it's they've got a scheduled call to join within the next 20 seconds. They're not going to be late for their meeting so they can read my release notes.
If someone opens my PDF viewer, 99.9% chance they want to view the PDF they just opened. Very rare someone opens the PDF reader because they're just having a look around to see if there are any interesting new features.
If someone opens my virtual whiteboard product, 95% chance they're in some sort of sprint review meeting and they want to write some virtual post-it notes right now. A tour isn't what they need.
If someone opens the ticket management product, or the expense report filing product, or the music playing product... you get the picture.
Thats true for point solutions. You often dont find a guided product tour there.
Guided tour does have its place where the product is a workflow, a platform offering, has bunch of features and you want to introduce the feature to them.
If you are paying 10-25k USD per year, you expect some onboarding specialist who gives instructions on integrating ACH and payroll systems etc. It is very common for non-technical folk to hop on a onboarding call.
People often try to automate that as it is expensive, but i think people prefer that human touch esp. when you are paying alot of money.
Also because generally in those cases you don't really want a guided tour of the whole product, you have a problem you want solving and you would like to see how to solve that problem with the product. Which either talking to a person who knows the product or reading through some documentation/guides does, but a guided tour generally does not (or at least does not do efficiently).
Actually I get interrupted by a tour or popup when using a "point solution" all the time.
Too much of modern consumer-facing software think they're the ends, not the means.
Often I see that there's a new feature, and I'm interested in it, but my options are do the demo now, or hide it. But I want to do it later! I'm admittedly terrible at operating GUIs, so maybe it's just a me issue
I want that too. Most of these tours interfere. A pattern I like is just a little dot indicator where the new thing is. It's not in the way. But if I click the dot, or it's menu item, then I see the tour.
Don't get in my face when I'm trying to get task done. Ain't nobody got time for that!
100% - that's why it's so confusing why PMs/PMMs think they need to keep adding these to their products.
> so confusing why PMs/PMMs
Because their goal metric is number of tasks closed/features delivered (and this counts as one), not customers satisfied.
Plus, social parroting - a misconception that if it's popular and everyone does it it "can't be wrong".
New users are probably the only ones who really need guided product tours. If I'm a longtime existing user I'm far less likely to be interested in a guided tour.
My kids’ school uses a web portal to add money to their lunch accounts. My only task when I open this website is to pick an amount and click submit and give them my money.
Whose idea was it to show me a “what’s new” popup of all the jira tickets they closed in the last sprint?
What’s new? Nothing is new. It works just like it used to. Just take my money and leave me alone, please.
But if you have (through whatever process) sent them a complaint that, say, "it doesn't work right using Firefox X.Y running on Windows 7", then those release notes might in fact be interesting to you. So there actually is a reason for you to be able to see them. Not for them to get in your way, though. 99% of the people won't care.
I feel the exact same way about tutorials in games that try and be comprehensive and show you everything.
Incremental games do an amazing job at this (things like Universal Paperclips, A Dark Room, etc); parts of the game are revealed to you as you need them and it's often a fun surprise. I don't think the same thing is directly applicable to productivity apps, but I wonder if something could be taken from the pattern.
This is timely -- I'm coding an app at the moment and had the fleeting thought that "hey I should do a new user onboarding tour thingy" and then remembered that in general I skip them, so I havne't made one :)
Personally, I generally dislike product tours.
On the other hand, I think it's interesting to compare the dislike in these comments (and elsewhere) to "RTFM" culture. What's the primary difference? That you can read the manual or use the product at your discretion? e.g. `ls` doesn't forcefully open the man page when you run it for the first time?
(I'm aware of the goomba fallacy and that these are likely two different groups of people - I still think it's interesting!)
You nailed the primary difference. If I want to just use the tool I can do that; if I need to learn how to use a complex feature, I can consult the help or do a web search for a how to.
That works if you know the feature exists.
The difference is TFM doesn’t pop up in my face without me asking for it while I’m trying to do something basic.
The dislike stems from two (and a half) reasons:
1) Push vs pull. As you identified, ls doesn't stop you from doing the thing you wanted to push the man page on you when you don't need/want it. ls just does the thing you ask. man also just does the thing you ask. The product tour is a sign that the developer doesn't understand consent and is trying to get the user to do what the developer wants, not what the user wants.
2) It's infantilizing. The product tour assumes the user doesn't know what they want, and doesn't know how to RTFM to learn how to do the thing they want to do. It treats the user as having no agency.
2.5) It's a tacit admission that TFM sucks and R-ing it isn't a productive use of your time.
Any kind of tour/nag tooltip on any app/site I use stays up forever, until they hopefully finally realize I am never going to interact with their cognitive-energy-wasting noise that should never have been shown to begin with. I've had the "try out dark mode" tooltip showing on JIRA for months. Just don't show these. Don't waste people's time. There are sites I close and never come back to because they start with an unskippable tutorial.
Just a couple examples offhand..
Discord (constant tooltips covering the screen to harass me to try "Nitro", or some new AI BS I am never going to even remotely consider trying)
Miro ("Sign in with Google" modal in the top right, "CANVAS 26" conference signup site stripe covering the top of the screen, frequent "What's new" modal covering the entire app, "How likely are you to recommend this product or service to a friend or co-worker?" net promoter score survey covering the bottom of the screen, which makes zero sense whatsoever as an enterprise user)
JIRA ("Try dark theme" tooltip covering the top right of the page)
Figma ("Reconnect with Community" tooltip covering some content on the left)
If your product needs a tour your product is badly designed.
Imagine you walked into a convenience store and the owner was like "Hey you need to take the tour first!"
I chuckled cause the convenience/grocery store is laid out to make us find the high margin items and not what we need. They can't explain it to us otherwise we'd shop less.
The best UI is no UI at all.
I can't think of a single time I've looked at a product tour and thought "well, I'm really glad they told me that, I never would have figured that out.
What the product tour I think often misses is that people don't want to learn your entire tool at one time.
They came to do one thing, that one thing needs to be brain dead simple.
Over time, you can show people what else they can do. But a product tour isn't the way to do that.
I think progressive UIs where you expose more and more to the user over time is the way to go.
If you're thinking "but I have so many features and capabilities this person needs" you probably haven't identified what the one thing people are paying you for is.
UI is like a joke. If it needs explaining, it's bad.
Every time some software tool displays one of those "helpful" messages - "We've reshuffled these features, so now they're hidden over here!" I get angry and dismiss the popups as quickly as possible.
I've got a task to accomplish, I wasn't just sitting around with nothing to do.
Imagine you get in your car to drive to work, and the dashboard displays a pop-up that tries to show you the latest feature. No!
Yeah plus 99% of the time those reshuffled features are extraneous shit I never cared about for a millisecond in the first place. "We moved Stickers over here!" ... that's nice, I'm here to make some software and had to open this horrible web app to look at a flow chart someone made.
The other huge problem is you never tell the user what they'll get out of the tour. People will invest in a tour if they understand the reward (and "learning" can't be the reward).
Instead of product tours I like how AWS has little info/help buttons that are placed right next to every informational/actionable element on their dashboard. Totally unobtrusive. If you want to understand something on the dashboard that is not obvious at first, you can click on the info/help button that opens a side panel with a lot more information about that particular element (and any associated topics). Most of the time, you just know what you are dealing with (or can guess what that particular topic might mean and you will probably be right).
Incredible that tooltips were killed because braindead """designers""" couldn't figure out how to make them work on mobile.
They'll be reintroduced under a new name in a decade or two with endless self-congratulation. Same as physical car controls.
Here's a solution off the top of my head: have a dedicate "info" button at the OS level. Holding the button disables normal interaction, highlights all inspectable elements, and allows you to click on each one for a description. Like "inspect element" in the browser.
> Here's a solution off the top of my head: have a dedicate "info" button at the OS level. Holding the button disables normal interaction, highlights all inspectable elements, and allows you to click on each one for a description. Like "inspect element" in the browser.
This is a really cool idea. Agreed! Wish something like this actually existed.
My instinctive and immediate response to any popup is to hit "Esc" and if that doesn't make it go away I look for the "X" in the corner and failing that I'll nuke it with browser tools.
Popups are a great way to get your content ignored.
I've never in my life seen a useful product tour. They're always blatantly obvious like "THIS IS THE SEARCH BAR. USE IT TO FIND CONTENT ACROSS OUR PRODUCTS AND SERVICES."
The best UX is using obvious and standard design, plus a searchable menu / command palette.
Ime, the only useful product tours where in games, I. E., tutorials. This usually extends up to in-game hints at certain features like a characters ability. A lot of software can probably pull inspiration from there in regards to including hints with minimal interruption during usage (tooltips that are shown longer the first time you use something etc).
The Product Manager needs to justify their job.
This isn't that hard. Most of the time, the "changes" are useless UI Slop: "we've moved notifications to this TOTALLY BETTER OTHER SPOT IN THE SCREEN that one of our designers snuck a commit in with and nobody wanted to argue about it, because the last time it just came down to differing opinions. Its not really better but it's different!"
And the other reason is because most users probably have day jobs and need to get something done.
couldn't agree more - they always pop up at the right time. I don't know why every PM thinks they can save retention by spamming users :(
All of the comments & discussions about this kind of stuff makes me wonder if computer keyboards should bring back the "F1: Help" button, for absolute newbies or obtuse software.
but this time, make apps actually respect it :)
Or better: tie it to an OS-level screen-reader AI that explains what's what's on the spot.
For those who think this is something new: TeachEmacsTutorial.
Why most GDPR cookie consents get randomly clicked away
Why most ads on Youtube gets get skipped
etc etc
GTFO of my face with product tours.
Atlassian is particularly enraging, especially if you're dealing with setting up "new" accounts. I've worked with your shitware for a decade now, I know how it works, DO NOT FORCE ME TO MAKE TEN CLICKS TO GET RID OF A FUCKING INTRO.
Rather, invest your time into a good, logical UI and, most importantly, good AND CURRENT documentation.
tbh adblockers should just filter these out. I guess the reason they don't is it's "technically" the product ¯\_(ツ)_/¯