What is a Walkthrough in the SaaS industry ?


Ensuring users are effectively onboarded into your product is essential for success. A walkthrough is a pivotal tool in this process, providing an interactive guide that helps users familiarize themselves with a new software platform. This article delves into the concept of walkthroughs in the SaaS industry, exploring their importance, design, and implementation.

Understanding Walkthroughs in SaaS Onboarding

A walkthrough in the SaaS context is an interactive guide designed to help users navigate and understand the features of a software product. Rather than leaving users to learn through trial and error, walkthroughs provide a structured, step-by-step guide that highlights important aspects and functionalities of the platform. Essentially, they lay the foundation for a positive user experience.

The onboarding process facilitated by walkthroughs is crucial for SaaS companies. By guiding users through key features and ensuring they understand how to use the software effectively, SaaS companies can increase customer success and retention rates. Effective walkthroughs can reduce the learning curve, making users more likely to continue using the product and extracting value from it.

For a practical solution to enhance user onboarding, check out Jimo’s product tour solution.

Key Elements of an Effective Walkthrough

Creating an engaging and effective walkthrough requires attention to several design elements and strategies.

Interactive and Engaging Content

Interactive walkthroughs, often referred to as interactive walkthrough videos, are more effective than static guides. These can include clickable elements, animations, and real-time feedback to keep users engaged. By interacting with the platform in a guided manner, users can learn more effectively and retain information better.

Clear and Concise Instructions

Ensure that your instructions are clear and straightforward. Avoid overwhelming users with too much information at once. Break down the guidance into manageable steps and focus on key actions that will help users achieve their goals with your product.

Visual Appeal

The visual design of your walkthrough is just as important as the content. Use a color palette that aligns with your brand and is visually appealing. Smooth animation transitions and a clean layout will make the experience more enjoyable for users.


Tailor the walkthrough to different user segments to make it relevant. Different users will have different needs and levels of expertise. Personalizing the onboarding experience can help address these varied requirements effectively.

Benefits of Walkthroughs for SaaS Platforms

Enhanced User Experience

A well-crafted walkthrough significantly improves the user experience. By guiding users through the product’s features, you ensure they can efficiently navigate and utilize the software, which leads to a more satisfying experience.

Reduced Support Costs

By providing comprehensive onboarding through walkthroughs, you can reduce the burden on your customer support team. Users who understand how to use your product are less likely to encounter issues that require support intervention.

Increased Customer Retention

Effective onboarding is directly linked to higher customer retention rates. When users understand and see value in your product from the onset, they are more likely to stay engaged and continue using the software.

Accelerated Learning Curve

Walkthroughs can significantly shorten the learning curve for new users. By providing a guided tour of the product, users can quickly get up to speed and start using the software efficiently.

Better Feature Adoption

Walkthroughs help in highlighting the key features of your product that users might otherwise overlook. By showcasing these features through an engaging walkthrough, you can drive higher adoption rates.

Best Practices for Designing Walkthroughs

Focus on User Goals

Design your walkthrough with the user’s goals in mind. Identify what the users intend to achieve with your product and tailor the walkthrough to guide them towards these goals.

Use Real-Life Scenarios

Incorporate real-life scenarios and examples into your walkthrough. This makes the guidance more relatable and helps users understand how they can apply the software in their own contexts.

Keep It Simple

Avoid cluttering the walkthrough with too much information. Keep the instructions simple and focus on one task at a time to avoid overwhelming the users.

Feedback Mechanisms

Integrate feedback mechanisms within the walkthrough to gather user insights. This can help you understand what works and what doesn’t, allowing you to continuously improve the onboarding experience.

Test and Iterate

Constantly test your walkthroughs with real users to identify areas for improvement. Iterate based on feedback to ensure the walkthrough remains effective and relevant.

The Role of Walkthrough Software in SaaS

Walkthrough software plays a critical role in the SaaS industry by providing tools to create, manage, and analyze onboarding experiences. These platforms offer a range of features that enhance the effectiveness of walkthroughs.

Customization and Flexibility

Walkthrough software allows for high levels of customization, enabling you to create a tailored onboarding process that meets the specific needs of different user segments. This flexibility ensures that the walkthroughs are relevant and effective.

Data-Driven Insights

These platforms provide analytics and reporting features that help you track user interaction with the walkthrough. This data can be invaluable in understanding user behavior, identifying drop-off points, and making informed decisions to improve the onboarding process.

Seamless Integration

Modern walkthrough software integrates seamlessly with your existing SaaS platform. This ensures that the onboarding experience is smooth and uninterrupted, providing a cohesive journey for the user.


Walkthrough software is designed to scale with your business. As your user base grows, the software can accommodate the increased demand without compromising on the quality of the onboarding experience.

In the SaaS industry, walkthroughs are more than just a nice-to-have feature; they are essential for ensuring user success and driving customer retention. By providing interactive, engaging, and well-designed guides, you can significantly enhance the user experience, reduce support costs, and increase feature adoption.

Walkthroughs effectively bridge the gap between acquiring a new customer and turning them into a loyal user. By focusing on user goals, leveraging real-life scenarios, and continuously iterating based on feedback, you can create a powerful onboarding process that sets your SaaS product apart.

Whether you are a seasoned expert or new to the SaaS field, incorporating walkthroughs into your onboarding strategy is a step towards ensuring that your users are not just engaged but are also deriving maximum value from your product. In an industry where user experience and customer success are paramount, an effective walkthrough can be the difference between a transient user and a long-term advocate.