[{"data":1,"prerenderedAt":1076},["ShallowReactive",2],{"/en-us/the-source/platform/transform-your-platform-onboarding-for-higher-adoption-rates/":3,"footer-en-us":51,"the-source-navigation-en-us":358,"the-source-newsletter-en-us":385,"transform-your-platform-onboarding-for-higher-adoption-rates-article-hero-category-en-us":397,"transform-your-platform-onboarding-for-higher-adoption-rates-the-source-gated-asset-en-us":421,"transform-your-platform-onboarding-for-higher-adoption-rates-category-en-us":436,"transform-your-platform-onboarding-for-higher-adoption-rates-the-source-resources-en-us":448,"transform-your-platform-onboarding-for-higher-adoption-rates-article-hero-author-en-us":486},{"_path":4,"_dir":5,"_draft":6,"_partial":6,"_locale":7,"config":8,"seo":15,"content":19,"type":43,"slug":44,"category":5,"_id":45,"_type":46,"title":7,"_source":47,"_file":48,"_stem":49,"_extension":50},"/en-us/the-source/platform/transform-your-platform-onboarding-for-higher-adoption-rates","platform",false,"",{"layout":9,"template":10,"articleType":11,"author":12,"featured":13,"gatedAsset":14},"the-source","TheSourceArticle","Regular","bryan-ross",true,"source-lp-devsecops-the-key-to-modern-security-resilience",{"title":16,"description":17,"ogImage":18},"Transform your platform onboarding for higher adoption rates","Redesign your platform onboarding to boost adoption, reduce friction, and create seamless experiences for development teams.","https://res.cloudinary.com/about-gitlab-com/image/upload/v1751463510/hm90bhwzptl1b2gwovhx.png",{"title":16,"date":20,"description":17,"timeToRead":21,"heroImage":18,"keyTakeaways":22,"articleBody":26,"faq":27},"2025-07-01","4 min read",[23,24,25],"A weak onboarding experience can significantly impact platform adoption, with research showing that one-third of users consider abandoning platforms after poor experiences.","Simple improvements like creating an intuitive landing page, writing clear documentation, and automating access processes can dramatically increase user adoption and satisfaction.","Building effective support systems across multiple channels (chat, email, ticketing) creates trust and ensures users can quickly overcome obstacles during their onboarding journey.","In my work with platform teams across industries, from startups to enterprises, I’ve noticed a consistent blind spot: the onboarding experience. While teams focus intensely on building robust features, they often neglect how new users first encounter their platform - and this oversight can severely limit adoption.\n\nAccording to the [diffusion of innovations theory](https://en.wikipedia.org/wiki/Diffusion_of_innovations), most platforms achieve about 16% adoption before stagnating. That's because innovators and early adopters - representing about 16% of an organization - are often willing to tolerate rough edges, motivated by novelty or vision. The early majority, comprising 34%, is key to going mainstream. They prioritize proven reliability, a clear value proposition, and ease of use. This shift in expectations is the chasm where many platform teams stumble. Your early adopters might forgive a clunky onboarding process, but the early majority won’t.\n\n![Diffusion of Innovation](https://res.cloudinary.com/about-gitlab-com/image/upload/v1752176125/Blog/k6kxdtokv4laph4exsdt.png)\n\n## Start with a memorable, future-proof name\nThe platform's name is likely the first part of the platform that users will engage with. Choose something unique within your organization that’s easy to spell and not tied to specific technologies.\n\nEffective platform names often:\n\n**Reflect your value proposition** rather than the underlying technology. For example, try a name such as “Runway” that reflects the value proposition of helping teams launch faster instead of something more literal like “K8sPipeline.”\n\n**Use simple, memorable words** that evoke the platform’s purpose. Can someone easily understand and spell it after hearing it once? Choosing something simple and easy to remember, such as “Beacon,” will likely serve you better than a unique or creative option such as “Syzygy.”\n\nAvoid these common pitfalls:\n- **Version numbers in names** signal previous failures and raise doubts about longevity.\n- **Generic three-letter acronyms** become instantly forgettable in a sea of other TLAs.\n- **Technology-based names** suggest you prioritize tools over user needs.\n\n## Develop a multi-channel communication strategy\nEffective platform adoption requires deliberate communication planning across multiple channels, from a product website that clearly articulates your platform’s value proposition to user-centric documentation and email updates. Your communication strategy should also include a reliable health dashboard that gives users visibility into known issues and their resolution status. Remember that in enterprise environments, how you communicate about your platform often matters as much as the platform itself. Invest in communication with the same care you invest in your technical infrastructure.\n\n> [Learn more about building a comprehensive communication framework for platform engineering](https://about.gitlab.com/the-source/platform/building-a-communication-strategy-for-platform-engineering-teams/).\n\n## Simplify the access process\nTeams often spend months perfecting platform features while neglecting the most basic step: making it easy to access the platform.\n\nI’ve seen many examples of this at organizations of all sizes, across every industry. Common barriers include:\n\n**Manual onboarding processes** for supposedly self-service platforms. If you can’t fully automate the process, do your best to perform human-in-the-loop tasks asynchronously.\n\n**Time-consuming approval steps** or other barriers that delay initial exploration. One great solution to this is to offer immediate, temporary access to your platform for free for 30 days. This is long enough for someone to decide if your platform helps them and raise the necessary request to gain full access.\n\n**Mandatory training requirements** before users can begin. Training is valuable, but it should be required within a period of joining the platform rather than being a prerequisite.\n\n## Don’t neglect design and tone\nFirst impressions are largely visual. An outdated or inconsistent interface can deter users even if your functionality is excellent. Pay attention to branding, color schemes, and the tone of your messaging. These details might seem trivial, but they set the tone for user engagement.\n\nAim for clear, human communication rather than technical jargon. A user-friendly tone makes your platform more approachable to diverse stakeholders.\n\n## Build responsive support systems\nEven the best platforms need support, and nothing builds trust faster than responsive help when users encounter problems. Your primary goal during support interactions should be minimizing user frustration.\n\nCreate an effective support framework by leveraging multiple channels:\n- **Support tickets** provide accountability and integration with other systems.\n- **Email communication** works well for complex topics requiring clarity.\n- **Chat systems** enable real-time problem-solving when users are “in the flow.”\n\nBe present where your users are, even if that means monitoring multiple communication tools. Aim to answer chat queries within 30-60 minutes, and always follow up publicly so others can benefit from solutions.\n\n## The path to successful platform adoption\nOrganizations that prioritize user experience from day one gain significant advantages in adoption rates and user satisfaction. By creating intuitive onboarding processes, clear documentation, and responsive support systems, you transform the user journey from frustration to delight.\n\nRemember that your platform users are making a critical decision: whether your solution deserves their time and trust. A thoughtful onboarding experience tells them you value that investment - and dramatically increases your chances of widespread adoption.",[28,31,34,37,40],{"header":29,"content":30},"Why is platform onboarding so important to user adoption?","Poor onboarding experiences are a leading cause of stalled platform adoption. Research shows that one-third of users consider abandoning platforms after a frustrating first encounter. A thoughtful, streamlined onboarding process helps build trust and accelerates user engagement.",{"header":32,"content":33},"What are the most common onboarding mistakes platform teams make?","Teams often over-engineer platform features while neglecting usability basics. Common mistakes include clunky access processes, mandatory training before usage, poor visual design, inconsistent messaging, and weak support channels, all of which discourage adoption.",{"header":35,"content":36},"How can platform teams improve onboarding access without sacrificing control?","Offer temporary, self-service access, such as a 30-day trial, to remove early friction. If full automation isn’t possible, use asynchronous human-in-the-loop onboarding and avoid approval-heavy workflows that delay initial exploration and testing.",{"header":38,"content":39},"What role does naming and communication play in platform success?","A clear, future-proof name and consistent multi-channel communication strategy help build platform recognition and trust. Names should reflect user value, not technology, while communication must include user-focused documentation, health dashboards, and regular updates.",{"header":41,"content":42},"How should platform support be structured during onboarding?","Support should be fast, responsive, and multi-modal. Use tickets for tracking, email for clarity, and chat for real-time help. 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newsletter.",{"config":391},{"formId":392,"formName":393,"hideRequiredLabel":13},1077,"thesourcenewsletter","content:shared:en-us:the-source:newsletter.yml","shared/en-us/the-source/newsletter.yml","shared/en-us/the-source/newsletter",{"_path":398,"_dir":9,"_draft":6,"_partial":6,"_locale":7,"type":399,"config":400,"seo":401,"content":404,"slug":5,"_id":418,"_type":46,"title":7,"_source":47,"_file":419,"_stem":420,"_extension":50},"/en-us/the-source/platform","category",{"layout":9},{"title":378,"description":402,"ogImage":403},"Learn how to build a DevSecOps framework that sets your team up for success, from planning to 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He is responsible for establishing and maintaining the enterprise vision, strategy, and program to ensure information assets and technologies are adequately protected, fortifying the Gitlab DevSecOps platform and ensuring the highest level of security for customers.",{"altText":872,"config":882},{"src":883},"https://res.cloudinary.com/about-gitlab-com/image/upload/v1751463405/f4rqtiecakrekvxfhqar.jpg",{"componentName":506,"type":506},"josh-lemos","content:en-us:the-source:authors:josh-lemos.yml","en-us/the-source/authors/josh-lemos.yml","en-us/the-source/authors/josh-lemos",{"_path":890,"_dir":489,"_draft":6,"_partial":6,"_locale":7,"config":891,"seo":892,"content":894,"type":507,"slug":901,"_id":902,"_type":46,"title":893,"_source":47,"_file":903,"_stem":904,"_extension":50},"/en-us/the-source/authors/julie-griffin",{"layout":9},{"title":893},"Julie Griffin",[895,900],{"componentName":495,"type":495,"componentContent":896},{"name":893,"headshot":897},{"altText":893,"config":898},{"src":899},"https://res.cloudinary.com/about-gitlab-com/image/upload/v1751463371/hqkbr3uk8hw2de7tltn4.webp",{"componentName":506,"type":506},"julie-griffin","content:en-us:the-source:authors:julie-griffin.yml","en-us/the-source/authors/julie-griffin.yml","en-us/the-source/authors/julie-griffin",{"_path":906,"_dir":489,"_draft":6,"_partial":6,"_locale":7,"config":907,"seo":908,"content":910,"type":507,"slug":917,"_id":918,"_type":46,"title":909,"_source":47,"_file":919,"_stem":920,"_extension":50},"/en-us/the-source/authors/kristina-weis",{"layout":9},{"title":909},"Kristina Weis",[911,916],{"componentName":495,"type":495,"componentContent":912},{"name":909,"headshot":913},{"altText":909,"config":914},{"src":915},"https://res.cloudinary.com/about-gitlab-com/image/upload/v1751463469/eoolq6n6bs0zb8gmf0js.webp",{"componentName":506,"type":506},"kristina-weis","content:en-us:the-source:authors:kristina-weis.yml","en-us/the-source/authors/kristina-weis.yml","en-us/the-source/authors/kristina-weis",{"_path":922,"_dir":489,"_draft":6,"_partial":6,"_locale":7,"config":923,"seo":924,"content":926,"type":507,"slug":937,"_id":938,"_type":46,"title":925,"_source":47,"_file":939,"_stem":940,"_extension":50},"/en-us/the-source/authors/lee-faus",{"layout":9},{"title":925},"Lee Faus",[927,936],{"componentName":495,"type":495,"componentContent":928},{"config":929,"name":925,"role":931,"bio":932,"headshot":933},{"gitlabHandle":930},"lfaus","Global Field CTO","Lee Faus is a Global Field CTO at GitLab. Lee has been a software architect, teacher, professor, and educator for over 25 years. He leverages his experience as an educator to bring complex technology concepts into a business forum where executives gain valuable advice to positively impact their business.",{"altText":925,"config":934},{"src":935},"https://res.cloudinary.com/about-gitlab-com/image/upload/v1751463398/vivhlomglvnstamj54bo.jpg",{"componentName":506,"type":506},"lee-faus","content:en-us:the-source:authors:lee-faus.yml","en-us/the-source/authors/lee-faus.yml","en-us/the-source/authors/lee-faus",{"_path":942,"_dir":489,"_draft":6,"_partial":6,"_locale":7,"config":943,"seo":944,"content":946,"type":507,"slug":950,"_id":955,"_type":46,"title":956,"_source":47,"_file":957,"_stem":958,"_extension":50},"/en-us/the-source/authors/ncregan",{"layout":9},{"title":945},"Niall Cregan",[947,954],{"componentName":495,"type":495,"componentContent":948},{"config":949,"name":945,"headshot":951},{"gitlabHandle":950},"ncregan",{"altText":945,"config":952},{"src":953},"https://res.cloudinary.com/about-gitlab-com/image/upload/v1751463431/yrtwodocb4cu3j7lkhyo.png",{"componentName":506,"type":506},"content:en-us:the-source:authors:ncregan.yml","Ncregan","en-us/the-source/authors/ncregan.yml","en-us/the-source/authors/ncregan",{"_path":960,"_dir":489,"_draft":6,"_partial":6,"_locale":7,"config":961,"seo":962,"content":964,"type":507,"slug":975,"_id":976,"_type":46,"title":977,"_source":47,"_file":978,"_stem":979,"_extension":50},"/en-us/the-source/authors/rschulman",{"layout":9},{"title":963},"Robin Schulman",[965,974],{"componentName":495,"type":495,"componentContent":966},{"config":967,"name":963,"role":969,"bio":970,"headshot":971},{"gitlabHandle":968},"robin","Chief Legal Officer","Robin Schulman is the Chief Legal Officer, Head of Corporate Affairs, and Corporate Secretary of GitLab Inc., the DevSecOps platform.",{"altText":963,"config":972},{"src":973},"https://res.cloudinary.com/about-gitlab-com/image/upload/v1751463437/u2xfbudw1f8hhnkrgaoy.webp",{"componentName":506,"type":506},"rschulman","content:en-us:the-source:authors:rschulman.yml","Rschulman","en-us/the-source/authors/rschulman.yml","en-us/the-source/authors/rschulman",{"_path":981,"_dir":489,"_draft":6,"_partial":6,"_locale":7,"config":982,"seo":983,"content":985,"type":507,"slug":994,"_id":995,"_type":46,"title":984,"_source":47,"_file":996,"_stem":997,"_extension":50},"/en-us/the-source/authors/sabrina-farmer",{"layout":9},{"title":984},"Sabrina Farmer",[986,993],{"componentName":495,"type":495,"componentContent":987},{"name":984,"role":988,"bio":989,"headshot":990},"Chief Technology Officer","Sabrina Farmer is the Chief Technology Officer at GitLab, where she leads software engineering, operations, and customer support teams to execute the company's technical vision and strategy and oversee the development and delivery of GitLab's products and services.\n\nPrior to GitLab, Sabrina spent nearly two decades at Google, where she most recently served as vice president of engineering, core infrastructure. During her tenure with Google, she was directly responsible for the reliability, performance, and efficiency of all of Google's billion-user products and infrastructure.\n\nA long-time advocate for women in technology, Farmer earned a B.S. in Computer Science at the University of New Orleans, where she established two scholarships to help level the playing field for inclusion and empowerment in technology.",{"altText":984,"config":991},{"src":992},"https://res.cloudinary.com/about-gitlab-com/image/upload/v1751463377/udmzbjjr5xrcrffdlphx.webp",{"componentName":506,"type":506},"sabrina-farmer","content:en-us:the-source:authors:sabrina-farmer.yml","en-us/the-source/authors/sabrina-farmer.yml","en-us/the-source/authors/sabrina-farmer",{"_path":999,"_dir":489,"_draft":6,"_partial":6,"_locale":7,"config":1000,"seo":1001,"content":1003,"type":507,"slug":1013,"_id":1014,"_type":46,"title":1002,"_source":47,"_file":1015,"_stem":1016,"_extension":50},"/en-us/the-source/authors/sandra-gittlen",{"layout":9},{"title":1002},"Sandra Gittlen",[1004,1012],{"componentName":495,"type":495,"componentContent":1005},{"config":1006,"name":1002,"role":1008,"headshot":1009},{"gitlabHandle":1007},"sgittlen","Managing Editor, Blog",{"altText":1002,"config":1010},{"src":1011},"https://res.cloudinary.com/about-gitlab-com/image/upload/v1751463466/r7ckb9h2zr4c2rsz3zlm.png",{"componentName":506,"type":506},"sandra-gittlen","content:en-us:the-source:authors:sandra-gittlen.yml","en-us/the-source/authors/sandra-gittlen.yml","en-us/the-source/authors/sandra-gittlen",{"_path":1018,"_dir":489,"_draft":6,"_partial":6,"_locale":7,"config":1019,"seo":1020,"content":1022,"type":507,"slug":1029,"_id":1030,"_type":46,"title":1021,"_source":47,"_file":1031,"_stem":1032,"_extension":50},"/en-us/the-source/authors/sharon-gaudin",{"layout":9},{"title":1021},"Sharon Gaudin",[1023,1028],{"componentName":495,"type":495,"componentContent":1024},{"name":1021,"headshot":1025},{"altText":1021,"config":1026},{"src":1027},"https://res.cloudinary.com/about-gitlab-com/image/upload/v1751463475/h6j4nnvykzyfzgvl7txb.webp",{"componentName":506,"type":506},"sharon-gaudin","content:en-us:the-source:authors:sharon-gaudin.yml","en-us/the-source/authors/sharon-gaudin.yml","en-us/the-source/authors/sharon-gaudin",{"_path":1034,"_dir":489,"_draft":6,"_partial":6,"_locale":7,"config":1035,"seo":1036,"content":1038,"type":507,"slug":1050,"_id":1051,"_type":46,"title":1037,"_source":47,"_file":1052,"_stem":1053,"_extension":50},"/en-us/the-source/authors/stephen-walters",{"layout":9},{"title":1037},"Stephen Walters",[1039,1049],{"componentName":495,"type":495,"componentContent":1040},{"config":1041,"name":1037,"role":1044,"bio":1045,"headshot":1046},{"gitlabHandle":1042,"linkedInProfileUrl":1043},"swalters1","https://www.linkedin.com/in/1stephenwalters/","Field CTO, GitLab","Stephen Walters is Field CTO for GitLab. Stephen has been in the IT industry for over 30 years. He is an extensively experienced subject matter expert in Value Stream Management, DevSecOps, DevOps, ALM, SDLC and IT4IT, with management and consultancy experience across end-to-end IT disciplines. Currently also operating as an Ambassador for the DevOps Institute and an Influencer in the Value Stream Management Consortium, he is interested in all things DevOps. Stephen is a co-author of the Value Stream Reference Architectures white paper and is currently pursuing further research into Value Stream Management, Organizational Architecture and AI.",{"altText":1037,"config":1047},{"src":1048},"https://res.cloudinary.com/about-gitlab-com/image/upload/v1751463392/g6ktk5qb4vcqc9wqjlf9.jpg",{"componentName":506,"type":506},"stephen-walters","content:en-us:the-source:authors:stephen-walters.yml","en-us/the-source/authors/stephen-walters.yml","en-us/the-source/authors/stephen-walters",{"_path":1055,"_dir":489,"_draft":6,"_partial":6,"_locale":7,"config":1056,"seo":1057,"content":1059,"type":507,"slug":1071,"_id":1072,"_type":46,"title":1073,"_source":47,"_file":1074,"_stem":1075,"_extension":50},"/en-us/the-source/authors/taylor-mccaslin",{"layout":9},{"title":1058},"Taylor McCaslin",[1060,1070],{"componentName":495,"type":495,"componentContent":1061},{"config":1062,"name":1058,"role":1065,"bio":1066,"headshot":1067},{"gitlabHandle":1063,"linkedInProfileUrl":1064},"tmccaslin","https://www.linkedin.com/in/taylormccaslin/","Group Manager, Product - Data Science","Taylor McCaslin is the Product Lead for AI/ML at GitLab, where he is responsible for leading the team of product managers who manage the AI Powered and ModelOps stage groups and sets the vision and direction for how to empower GitLab users to leverage data science as part of their DevOps program. Prior to joining GitLab, he held positions at Indeed, Duo Security, and WP Engine.",{"altText":1058,"config":1068},{"src":1069},"https://res.cloudinary.com/about-gitlab-com/image/upload/v1751463427/trfasilaeasosxfcxmsm.jpg",{"componentName":506,"type":506},"taylor-mccaslin","content:en-us:the-source:authors:taylor-mccaslin.yml","Taylor Mccaslin","en-us/the-source/authors/taylor-mccaslin.yml","en-us/the-source/authors/taylor-mccaslin",1753207413387]