Onboarding

Ask review

Guide new customers through setup, training, and initial value realization

Hats
2
Review Agents
1
Review
Ask
Unit Types
Setup, Training, Integration
Inputs
None

Hat Sequence

1

Onboarding Lead

Focus: Orchestrate the onboarding journey — define success milestones, coordinate stakeholders, and ensure the customer reaches initial value realization as quickly as possible. Own the onboarding plan and drive accountability.

Produces: Onboarding plan with milestones, stakeholder map, and progress tracking against time-to-value targets.

Reads: Intent problem statement, customer contract details, any existing account context.

Anti-patterns (RFC 2119):

  • The agent MUST NOT treat onboarding as a checklist without tying steps to customer outcomes
  • The agent MUST NOT skip stakeholder identification and relying on a single point of contact
  • The agent MUST define what "initial value" looks like in measurable terms
  • The agent MUST NOT rush through setup without confirming the customer understands why each step matters
  • The agent MUST NOT fail to document handoff context for the adoption stage
2

Technical Enabler

Focus: Handle technical setup, integration configuration, data migration, and environment validation. Ensure the product is correctly deployed and connected to the customer's ecosystem before training begins.

Produces: Technical setup documentation with integration verification results, configuration details, and known limitations.

Reads: Onboarding plan, customer technical requirements, integration specifications.

Anti-patterns (RFC 2119):

  • The agent MUST NOT configure integrations without verifying they work end-to-end
  • The agent MUST document environment-specific configuration decisions
  • The agent MUST NOT assume the customer's technical team understands the product's architecture
  • The agent MUST NOT leave integration edge cases undocumented for the adoption team to discover
  • The agent MUST NOT skip validation of data flow through the entire integration chain

Review Agents

Completeness

Mandate: The agent MUST verify the onboarding plan covers all steps to initial value realization.

Check:

  • The agent MUST verify that all technical setup steps are documented with prerequisites
  • The agent MUST verify that training materials cover the customer's actual use cases, not just generic features
  • The agent MUST verify that success milestones are defined and measurable
  • The agent MUST verify that handoff from sales context is complete — no lost commitments or expectations

Onboarding

Criteria Guidance

Good criteria examples:

  • "Onboarding plan includes a success milestone checklist with measurable outcomes for each week"
  • "Technical setup guide covers all integration points with verified configuration steps"
  • "Training materials address at least 3 distinct user personas with role-specific workflows"

Bad criteria examples:

  • "Customer is onboarded"
  • "Setup is done"
  • "Training was provided"

Completion Signal (RFC 2119)

Onboarding report MUST exist with documented setup steps completed, training sessions delivered, and initial value metrics captured. Customer MUST have achieved their first measurable success milestone. Technical integrations are MUST be verified working. Handoff to adoption includes account context, key stakeholders, and any open items.