How to Create An Onboarding Experience for Your Course or Membership

Are you familiar with the phrase “knowing is half the battle”? Well, if knowing is half, then starting is the other half—and when it comes to online courses and memberships, that first step can make or break the whole experience.

The truth is, your people don’t need more content. They need help getting started. And when they don’t? That’s when the overwhelm creeps in. That’s when the cancellations happen. Not because your program isn’t good. But because they didn’t know where to begin… and no one helped them.

Let’s fix that.

Here’s how to create an onboarding experience that doesn’t just inform—it anchors, encourages, and equips your people to keep going when it gets hard.

1. Don’t Assume They Know What to Do

You live and breathe your content. But your people don’t. They don’t know your platform, your process, or your path. You must tell them where to start. Literally. Say it in the email: “Start here.” Give them one simple action to take. Then the next. Then the next. Don’t leave them wondering.

Clarity = confidence.

2. Be a Step Ahead of Their Problems

Password issues? Confusion about login? Forgetfulness? It’s coming. Beat them to it. Tell them how to reset their password. Include the link. Save them the support email. When you do this, you’re showing them: “I’m thinking about you. I’ve got you.”

Small effort, big impact.

3. Surprise Them with Thoughtful Touches

People expect digital content. What they don’t expect? A branded printable with a quote that speaks to them. A handwritten note. A physical welcome packet (yes, snail mail still works). These things don’t just delight. They build trust. They say, “You matter here.”

You don’t need to do it all—but doing something can radically change how someone feels when they show up.

4. Automate the Experience, Humanize the Voice

Set up an email sequence that walks them through exactly what to do—how to log in, where to start, what to focus on first. Build in encouragement. Remind them why they joined. And make it clear they’re not behind.

Overwhelm is the #1 reason people quit. Fight it with clarity, permission, and kindness.

5. Check In—and Listen

A few weeks in, send an email that simply says, “How’s it going?” Ask for honest feedback. You’ll get gold. You’ll hear what’s landing, what’s missing, what they love. And they’ll feel heard—which is rare, and powerful.

6. Invite Them to Go Deeper

After a few months, they might need more support. A strategy session. A one-on-one. An upgrade. If you have a next step, tell them. Offer the opportunity to continue the journey.

Not everyone will say yes. But the right people will be ready—and grateful.

Here’s what it all comes down to: when someone joins your program, they’re vulnerable. They’ve taken a risk. They want to believe they made the right decision. Your job is to meet them there. Make it easy. Make it clear. Make it personal.

Because people don’t stick around for the content. They stay for how you make them feel in the process.

And that starts with how you welcome them in.

Ready to Create Your Own Onboarding Experience?

Grab my guide and get started!