As onboarding professionals, we naturally want to go above and beyond for the customer to give the best experience. But there is a danger lurking in the corner…

Scope creep.

It’s when you start to hear things like:

"By the way, can we just add this one small feature?"

"I know it wasn't in the original plan, but could you train our entire sales team too?"

"We've decided we want to integrate with six more tools. That won't be a problem, will it?"

Suddenly, your well-oiled onboarding machine starts to sputter and smoke.

Today, we're going to explore how to keep your onboarding process on track, even when faced with the most persistent scope creepers.

Feel free to play Radiohead whilst reading. ↓

🧠 The Theory: IKEA Effect

It’s a cognitive bias where people place a disproportionately high value on products they partially created themselves.

I’m sure you’ve been proud of that bookshelf you put together from a certain Swedish furniture retailer.

The more effort we put into creating something, the more value we place on it.

This theory suggests that if we involve clients in the process of creating the onboarding plan and defining its boundaries, they'll be more committed to sticking to that plan and less likely to introduce scope creep.

👀 The Example: Lego Ideas

Lego Ideas is a platform where fans (big kids) can submit their own Lego set designs. If a design receives 10,000 votes from the community, Lego reviews it for potential production as an official set. This process leverages the IKEA Effect in several ways:

1. Creation: Fans invest significant time and effort in designing sets, increasing their personal value.

2. Community Involvement: The voting process involves the wider community in the creation process.

3. Expectation Management: By involving fans in the design process, Lego manages expectations about what kinds of sets are feasible and popular.

This approach effectively manages "feature creep" on a product level. It channels user creativity within defined parameters and creates a sense of ownership over the development process.

🧪 The Project: Co-Create Onboarding Scope

Today's project focuses on involving your clients in the process of defining the onboarding scope. Amend the project to best fit your scenario.

This process works best when you have an engaged customer with detailed needs. This project may not be appropriate for self serve clients.

Step 1: Create a scope building workshop

Before you finalise the onboarding plan, hold a workshop where clients participate to define the scope. Provide them with "building blocks" representing different elements of the onboarding process.

This can happen after the kick off call where you can explain how it will work to the customer. Be careful that the onboarding is not delayed due to this step.

Step 2: Develop a scope visualisation option

Create a simple way that allows clients to construct their onboarding journey using predefined elements. Use a tool like Miro or Trello to help with this. Include “must haves/non negotiables” for an effective onboarding.

Allow options in appropriate areas for the customer to select.

You can still do this exercise in a stripped back way with clients. It doesn’t have to be a meeting. It can be a form they complete where they choose from your predefined options.

Step 3: Implement the "Scope Budget" concept

Give clients a "budget" to allocate across different aspects of the onboarding process. This involves them in making trade-offs and helps prioritise elements.

If they go over this budget, have a discussion to get them back on track and reset. You can also use it as an opportunity to up sell during onboarding.

Step 4: Develop a "Scope Change Impact" exercise

When clients request changes, have them adjust the original plan themselves. This makes the impact of changes tangible.

This can also help them realise whether the change is essential. It adds accountability to the customer and stops you from becoming a “yes” person.

Do this by having them amend the original agreed plan in a document with justifications for the changes.

🤓 The Analysis: What a Creep

The goal isn't to be rigid or unhelpful. It’s to create a collaborative process that naturally motivates clients to stick to the agreed plan and resist unnecessary scope expansion.

Clients involved in creating a scope for onboarding will be inherently more committed to delivering upon the agreed plan.

What to expect by implementing this project:

• Increased client commitment

• Reduced scope creep

• Improved ability to deliver onboarding on time & within scope