If you’re tired of watching users bounce around your product, guessing what to do next, you’re not alone. In-app guides can help—when they’re done right. This post is for product managers, UX folks, and anyone who wants to build better onboarding or feature tours, without getting drowned in jargon or “best practices” that don’t actually help.
We’ll walk through building custom guides in Pendo, step by step. I’ll share what actually works, what to skip, and how to avoid common traps. Let’s get to it.
Step 1: Get Pendo Installed (Don’t Skip This)
Before you can build guides, Pendo needs to be up and running on your app. If you’re not the one managing code, loop in your devs early.
What you need: - A Pendo subscription (not just a trial—some features are paywalled) - Admin access in Pendo - Access to your app’s codebase or a friendly developer
How to install:
1. Log in to Pendo and grab your unique install script.
2. Drop the script into your app, just before the closing </head> tag on every page you want to track.
3. Wait for data to show up in Pendo—this can take a few minutes.
Pro tip:
If you’re adding Pendo to a single-page app (SPA), make sure it’s set up to track route changes, not just full page loads.
Watch out for:
- Ad blockers can mess with guide display. Test in a clean browser.
- Lag between install and data appearing—don’t panic if it’s not instant.
Step 2: Plan Your Guide (Yes, Before You Click Anything)
It’s tempting to jump right in and start building, but a little planning saves a lot of headache. Don’t just think about what you want to say—think about why, and to whom.
Decide: - Goal: What’s the one thing you want users to do? (E.g., import their first CSV, try a new dashboard, etc.) - Audience: New users? Everyone? Only people who skipped onboarding? - Trigger: When should the guide appear? On first login? After a certain action? - Guide type: Tooltip, walkthrough, banner, or modal? (Spoiler: Less is more.)
Don’t overthink it:
If you need more than 3–5 steps, your guide’s probably too long.
Step 3: Create a New Guide in Pendo
Now you can actually start building. Head to the “Guides” section in Pendo.
How to: 1. Click “Create Guide.” 2. Choose a template or start from scratch (I recommend starting simple). 3. Give it a clear name—something you’ll recognize later.
Pick a layout: - Tooltip: Good for pointing out a specific button or feature. - Banner: Use sparingly; banners get ignored fast. - Lightbox/Modal: Use for critical info only, not for every new feature.
Pro tip:
Don’t let the “fun” templates distract you. Most users want to get back to work, not watch confetti animations.
Step 4: Add Steps and Content (Keep It Short)
Now you’ll add the actual steps. For each, you pick a target element (the place in your app where the guide will show up) and write your content.
Best practices (that actually matter): - One idea per step. Don’t cram instructions and context together. - Speak like a human. “Click here to add your first project” beats “Utilize the project creation feature.” - Use visuals if needed, but skip stock images. Screenshots or GIFs = good. Clip art = nope.
How to select elements: - Use Pendo’s visual designer to “tag” elements right in your app. - Be precise—if your app’s DOM changes a lot, guides can break. Target stable elements.
Watch out for: - Guides that point to buttons that only show up for some users. Always test with different user roles.
Step 5: Set Your Guide’s Target Audience
Don’t show every guide to every user—nothing annoys power users more than being treated like newbies.
How to: 1. In your guide settings, find the “Segment” or “Target Audience” section. 2. Use Pendo’s built-in segments (e.g., “First-Time Users”) or create your own based on user metadata, actions, or even NPS scores.
Examples: - Only show the onboarding guide to users who haven’t completed onboarding. - Show a feature tour just to users on a certain pricing tier.
Pro tip:
Start simple. If you try to get too clever with segments, you’ll just create more work for yourself.
Step 6: Set Triggers and Activation Rules
When should your guide appear? You can set it to trigger automatically, on a specific page, after an action, or even via API.
Common triggers: - Automatic on page load: Good for onboarding or announcements. - After user action: Like clicking a button or completing a task. - Manual/API: For advanced use cases; don’t bother unless you need fine control.
How to set: - In the guide’s settings, pick where and when it should appear. - Test it! Don’t trust the preview—try it in a real staging or test environment.
What to avoid: - Triggering guides on every page load. Users will tune out or get annoyed. - Guides that block the UI or “trap” the user until they finish.
Step 7: Test Your Guide (For Real, Not Just in Preview)
Here’s where a lot of teams mess up. Pendo’s preview can look fine, but things often break or look weird in the wild.
What to check: - Does the guide show up only for the right users? - Does it point to the right element, even after an app update or resize? - Can users exit the guide easily? - Does it work on all browsers and devices you support?
Tips: - Test with actual user accounts in staging. - Have someone who didn’t build the guide try it—fresh eyes catch more bugs.
Step 8: Publish and Monitor
Once you’re happy, hit publish. But don’t walk away yet.
Keep an eye on: - Completion rates: Are users finishing the guide or dropping off? - Feedback: Pendo lets you add “Was this helpful?” buttons—use them. - Support tickets: If you suddenly get more tickets about a feature you just guided, something’s off.
Iterate: - If people drop off after step 1, your intro is probably too long or the guide is poorly timed. - If nobody’s seeing the guide, check your targeting or triggers.
Pro tip:
Don’t aim for perfect out of the gate. Ship early, tweak often.
What Works, What Doesn’t, and What to Ignore
Works: - Short, contextual guides tied to real user actions. - Targeting guides to specific segments. - Testing in real environments, not just previews.
Doesn’t work: - Long, multi-step tours—users get bored fast. - Blasting every user with every guide. - Relying on templates with lots of filler text.
Ignore: - Gimmicks like confetti or forced “gamification.” They rarely improve learning. - Over-customizing the look and feel. Make it clear, not pretty.
Wrapping Up: Keep It Simple, Iterate Often
You don’t need a 10-step wizard or a team of designers to make good in-app guides. Start small, focus on one clear outcome per guide, and make sure it actually works for your users. You can always improve later—just don’t let “perfect” get in the way of “done.”
And remember: Most users just want to get their job done. Help them do that, and you’re already ahead of the pack.