Userlane

Vorteile

Userlane is very well designed and the editor works with all browsers and is extremely user-friendly. We were able to build all of our guides after a couple of calls and new ones can be created extremely fast, and with multi-language capability. There wasn't a single occasion where a challenge presented wasn't solved (by their team) in an elegant fashion, allowing us to present an extremely professional onboarding solution that looks like a part of our app to our enterprise clients. The analytics show you straight away where your guides are/aren't performing and where users are dropping out, allowing you to address the issues. Not only that, but they are also monitoring performance regularly and providing help, advice and feedback on how to best use the tool. We're also able to send out deep links via our support team to allow users to not only go to the right page in the app, but also to trigger a specific guide to help them, which is a great feature!

Nachteile

There really hasn't been a single thing we've found yet that we didn't like. We wanted to have user-level analytics for every user taking one of our guides in the app, and while it doesn't exist, it's on their roadmap and due to be delivered this year, addressing that need for us. They even involved their UX team to reach out to me to get my feedback on how it should function! 🙌

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Vorteile

It's hard to narrow down what I like most about Userlane. I love the flexibility of setting up Userlane experiences and learning paths, the administrative options on the dashboard are customizable to suit the needs of company, and the ease of learning the interface. The customer service that has been provided from day one of exploring potential options of this type of service, to now over one and a half years later has been top notch. I don't know what I would do without our Customer Success Manager who reviews our content, makes suggestions, helps troubleshoot difficult pages, and lets us know of future enhancements.

Nachteile

I don't have anything that I do not like about Userlane. There are improvements that I would love to see like being able to export the analytics information to PDF or to Excel, maybe getting a few more "free" segmentations for users and pages as we're currently restricted to three without having to up our contract. Userlane is still a bit "young" as a company and service, so there is still room for growth but the improvements that have already been made are wonderful and I can't wait to see more.

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Warum Userlane gewählt wurde

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Vorteile

Userlane was easy to learn. The fact that the customer is able to integrate with the program and at the same time get information about the process thei're going through is great. Highlighting of a specific field is a feature we like.

Nachteile

When using self hosting some features dissapear which is unfortunate. We'd like more "next" options.

Vorteile

It was extremely easy to implement. A novice can do the programming with little skill or requirement for training. It was intuitive and quick to deploy. We launched the application 6 weeks ago and now we are carefully monitoring the analytics to ensure that it is used as expected. Aftercare support is included with Userlane with a customer success manager.

Nachteile

There are some limitations regarding branding and customization. However, the value for the money easily offset this limitation.

Vorteile

Simple ability to setup a userlane
Ability to create Userlane Folders
URL & filter based visibility options and rules

Nachteile

The people building the userlanes are frustrated that failures are more easily identified and that the process to fix can at times be complicated to rectify and recreate the issue

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Vorteile

This software is useful as it lets us reach all of our customers with custom announcements and allows us to create guides that are useful for our users and help new users understand our platform.

Nachteile

I think there could be more customisability on the platform with guides and announcements id like to be able to format text better and include more images in announcements.

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Vorteile

intuitive to use and easy adoption,
customer friendly design,
continuously new feature (announcements, search function)
dashboard functions are very helpful to see the customer experience

Nachteile

Currently the language English isn't working correctly in our portal, but the customer service is working on that issue

Vorteile

Userlane is a digital adoption platform that allowed us to install custom-made interactive walkthroughs on a whole platform with mutiple different software applications. I wasn't aware that such a solution existed until a few months ago when we looked for an onboarding tool and we decided to test Userlane on our SAP Fiori platform. I'm in charge of creating guides for employees in different departments based on requirements. I'm not an end user but what's called a "Userlane manager". So my perspective is only relevant for people who will work on creating such interactive tours. In general, I really enjoy working with Userlane. It's definitely easier to create content for interactive tours than updating documents with screenshots and text. It takes some time to get used to the editor but once you get going the process is really easy.

Nachteile

It would be nice to have the opportunity to get all the analytics data on a excel sheet.
Userlane mentioned they're currently working on it.
Same goes for exporting all the content in pdf format.
We had a problem once with a box blocking access to a menu. Userlane offers the opportunity to move boxes and speech-bubbles around if the system doesn't place them correctly. But in that specific case, every position was basically bad. We had to schedule a call with support to solve the problem. They showed us a workaround that eventually solved the issue. However, it could have saved us time if the workaround had been explained directly in the support documentation we researched.

Vorteile

For us, Userlane is a great way to get new users onboard. And that without having to program ourselves. The guides can be built from the marketing team without programming knowledge.

Nachteile

The training period for the backend software requires some familiarization. But we love the Userlane-Support-Team :)

Vorteile

The tours have had a really positive impact on our customer onboarding and feature adoption. They're easy to implement. The team is fantastic. Big shout out to [SENSITIVE CONTENT] in particular who was so helpful.

Nachteile

The analytics could be better and I don't think the recent update helped, but there's still enough of what you need.

Vorteile

Userlane really helps users to learn new softwares in a modern way without overhelming them. You can easily combine it with software trainings to give all users a feeling of security - you get help within the system whenever you need it. Also for administrators the new analytics dashboard is very helpful. If there are any problems or mistakes with some guides you can see it directly in the dashboard and solve it. In addition adding new guides oder changing existing ones is pretty easy and implementable for anybody, even without coding skills.

Nachteile

A feature that could be really helpfull in the future is an integration with ticketing systems. Thereby the connection to the support, if users need it, can be improved within the system that is used.

Vorteile

The insights are helpful so you can see which userlanes are used most often. The multi language option is important for us.

Recording the steps works well once you are used to it.

Easy to use for the end-user. Smooth integration in our own platform.

Nachteile

They are still a start/scale-up so not all features are as stable as expected. But this said it also gives us a lot of opportunities to talk to Userlane to get things moving when something is happening.

Vorteile

Once the software was setup and running, I was able to manage the content of the tutorials easily myself and also add new steps in the guides any time. This way I do not depend on others to keep the content of our onboarding updated (only if complex features need to be developed). The backend is easy to use and offers sufficient customization features.

Nachteile

It's quite complicated to create or edit guides for a mobile software.

Vorteile

- Connection to Atlassian Confluence
- Announcements for targeted groups
- Edit chapters without coding knowledge

Nachteile

- additional costs for more languages and segments

Vorteile

Many solutions use the slogan "user friendly", but this is not always true! It was different with Userlane, from working with the demo it was noticeable that you do not need technical skills to work with this tool. This is especially important because in every product who another is the owner of the product and we do not want to multiply the people involved.

Nachteile

There are no perfect solutions, sometimes we had to compromise because the tool was not 100% adapted to our product (this is not the fault of the tool, which must be universal, it is rather the specificity of our product)

Vorteile

When you have finished a lane all work is done, not just have you been showed how to do the task. Were easy to get started, the hard thing were to decide on what do build userlane about. What will our customer need help with. We got some very good help in the start-up.

Nachteile

We have some special set up of our software that is not a perfect match for userlane. But we do have some good lanes that are used on regular basis.

Vorteile

It is pretty simple to get started with Userlane and you can quickly set up your first couple of tours.
Once you got the basics down you can dive in even further and we are looking forward to implementing the super pro functionalities that Userlane offers.

Nachteile

There is nothing I really dislike about Userlane. It just takes a little bit of time to master it - which is also fun because their Customer Success Team is so awesome!

Vorteile

- easy to install, implement and maintain
- no technical hurdles
- customizable
- great customer support
- regular releases of new features
- great user experience
- users get in-app interactive help on the spot
- improves user engagement and user onboarding

Nachteile

- no pricing model for starters with only a few end-users
- no downloadable analytics reports (but coming soon)

Vorteile

- At least at the start, we had a really responsive and helpful Customer Success person. Their team has also done a good job reaching out to us for feedback.
- Once you get the hang of building lanes, it's pretty easy (and kind of fun)

Nachteile

- Our website had a handful of incompatibilities with Userlane that led to a need for creative workarounds, or resulted in errors.
- Userlane reporting is in need of improvement (which is something I know they're working on)

Vorteile

* Support is a big thing at Userlane! Thanks for your great work.
* Easy use of the tool
* Technical possibilities and support for unexpected difficulties

Nachteile

* Design Limitations
* Analytics section needs improvement
* Possibilities to include two different kind of media in one step

Vorteile

Userlane itself is very practical for our end users to be able to learn our system on their own tempo.
We provide all the knowledge in easy-to-follow steps.
The simplicity in creating paths for our users is why i like working with this so much.

Nachteile

The only difficulty, for me personally, is the lack of knowledge in programming which will come in a later stage. This means i'm still a bit tied to our developers to help me out with some of the functions.

Vorteile

Product is easy to use and i like the opportuinity to et announcements

Nachteile

Tooltip with the possibility to add links; Drupal 9 Integration is nessesary for us

Vorteile

Userlane has a wonderful UI that is aestethically pleasing.

Multilingual feature is an excellent option for diverse workforces.

The technical support team were extremely helpful in all instances that they were called upon.

Nachteile

No major issues have been experienced with the platform so far.

Vorteile

Makes it very easy to integrate with our system, makes onboarding very off-hands.

Nachteile

Can be a little hard to setup, but they have actually solved most of the gripes we had with the system.

Vorteile

It's easy to individualize and set up the basics to help customers

Nachteile

It is slow to make changes in different languages, mixes up sometimes and the editor is different on the screens

Vorteile

It is a great tool to support our customers during the onboarding process. Statistics and data help us to identify customer engagement during that phase. The Userlane support is great and always offers support when needed.

Nachteile

It takes a bit of time to get used to using the tool and learn how to create guides. Sometimes, it can be challenging to change steps in an existing guide.

Vorteile

very easy to use, great support of the team, great knowledge-base

Nachteile

feature requests take time (as always), faster integration of other apps

Vorteile

Very easy to create Userlanes. By using the Userlane plugin everybody can create Userlanes without a lot of technical knowledge. No coding required! Easy to use dashboard for analysis.

Nachteile

Because Userlanes are built on top of the HTML DOM structure they sometimes 'break' after a new release and take some time to fix.

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Vorteile

Great support and setup. Customisations were reasonable

Nachteile

Some unintuitive design choices like how to set visibility of guides

Vorteile

From a technical perspective, Userlane is very easy to work with. Our development team was able to add it to our product's UI quickly, and updating individual lessons or chapters is intuitive and immediate, without needing any additional help from the development team.

Nachteile

We don't have a huge number of users, and it's difficult to filter out internal users, which makes interpreting the usage analytics rather difficult.

Vorteile

Userlane Editor is very well-designed and user-friendly. I like how quick and simple it is to record a tutorial - I only need to click what I want my end-users to go through and ta-da a tutorial is created! I also like that I can provide additional information to the users, link each step out to a relevant article in our Help Center, add images, GIFs, emoji to my tutorials making it much more friendly to the end-users. I can also preview the tutorial before publishing it. We are now using Userlane for our product releases, but will be using Userlanes for trial user, new user onboarding, and staff training as well.

The Customer Success team is extremely friendly and very responsive. I can reach out to them via email or livechat and they are always happy to help. Big shout-out to executives who have been super responsive.

Nachteile

Not much so far. I did have lots of questions at the beginning but it's all like that when you implement a new tool - the support team is great though so this is not an issue at all. The Analytics could be improved but I know they have a plan to upgrade this feature.

Vorteile

It really helps to rais user adoption and the way and quality of system usage. From an admin perspective ist also easy to use and the journey building is a lot of fun!

Nachteile

I havent really seen cons for the functions I am using Uerlane for

Vorteile

Very effective software for teams who want to accelerate their user onboarding. Well designed with good UX and UI. Helped us a lot in dealing with customer retention and user activation.

Nachteile

I'm very satisfied. The analytics section could be a little bit improved in a visual way.

Vorteile

simplicity, clarity, customer support and data evaluation

Nachteile

common on erreor massages and lots of marketing emails

Vorteile

We are especially enthusiastic about the focus on supporting start-ups in their founding phase. We are benefiting from the idea to help young companies that have not the resources and opportunities to fully support their new customers yet.

Nachteile

The implementation was at the first time challenging us a bit but not more than the first use of any other tool. After a while you get used to it and learn how to get the best overview of all functions and possibilities.

Vorteile

It's easy to use and the UI was clean, modern and fit in with our own UI nicely. We have a multi-tasking B2B application and really needed this

Nachteile

I could be made clearer that the product is a moving clickable tutorial and does not travel around with you as you actually use the product

Vorteile

Easy to use, integrates well with our product.

Nachteile

can't set a timeout for, some elements take long to load.

Vorteile

userlane is an easy to use software. I really enjoyed the building process of the individual lanes and it helped us to automate our onboarding process so that we have more time for our customer success.

Nachteile

There was nothing yet that I would complain about.

Vorteile

It is very easy to implement and maintain. Customer support is great as well. It helps our customers make better use of our software.

Nachteile

Sometimes a Userlane breaks down without any good reason. However, this is easy to fix.

Vorteile

Userlane is extremely easy to deploy and within 1 hour you can have your first guide up and running. It is great not being dependent on developers to implement quick changes as you can do this yourself. The (amazing) customer success team helped us set goals and think of other ways to use the product. Finally, the support you receive from the team is outstanding.

Nachteile

In rare cases the editor stops working while you are in the middle of creating a guide, which can be frustrating. We have some feature requests that are being worked upon and we hope that they will be available for everyone soon!

Vorteile

Once you get the hang of the editor, it's a logical workflow that allows you to create something fast.

Nachteile

We really miss the possibility to upload our own fonts and having more design options for the tours we create. This holds us back from creating more tours, as it doesn't feel that it fits well into our product.

Vorteile

* Easy to implement, started within a day on our live stage
* Customizable
* Excellent customer support
* Regular updates with new features

Nachteile

* analytics reports could be downloadable
* still waiting for promotion feature

Vorteile

I really enjoyed how easy this product is to use; as soon as I had it running I was able to make my first lane relatively quickly. I also like how the style of the lanes are completely customisable and can be changed to match the style and feel of the company I work for.

On top of the product being great, the people who work at Userlane are very nice and friendly, and have responded quickly to my questions. Every time I spoke to someone, they were extremely helpful and guided me in the right direction.

Nachteile

The only thing I would like is to be able to change the speed of the "Autofill" text, but I have already spoken with someone and they are looking into it.

Vorteile

Easy to integrate into existing software, powerful from a front-end perspective.

Nachteile

Dashboard isn't very useful. Lots of tabs for very little variance in features. I'd enjoy a greater ability to include custom content.

Vorteile

It is really simple to use and one can implement userlanes without programming knowledge. The user experience is designed to be easy and could be described as the IPhone or IOS for onboarding.

Nachteile

Staying in the comparision to the IPhone and IOS. Userlane is easy to use but not everything is customisable - which it does not necessarily need. However the team is really helpful and listens to suggestions.

Vorteile

Userlane is a clever way to guide your customers through your software. The integration is quickly done and you can immediately start using the software. It is easy to create userlanes and in most cases self explaining. If there is anything unclear, the support will help you out by mail or phone, what I consider as a big plus.

Nachteile

Although I can fully recommend this tool, in my opinion an autosave function would be great to avoid the loss of unsaved userlanes when clicking a wrong button.

Vorteile

After the initial technical set up was finished, implementing the lanes was very easy and intuitive.

Nachteile

We had some issues with adding dependencies to the lanes but founds ways to work around them.