User On Board: With Michael McWatters

As Director of Product Design at HBO Max, Michael McWatters knows a thing or two about welcoming people to a service. This week, Michael joins Paul and Rich to share why onboarding should be happening along every step of a user’s journey, not only as part of marketing. He draws parallels between online onboarding and in-store experiences and explains why you shouldn’t be training during onboarding — show, don’t tell.

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