Re-onboarding for major changes

People form mental models for everything they interact with, including AI products. These models help set expectations for capabilities and value. When systems change significantly, mental models must evolve too.

Onboarding starts before purchase or download and continues indefinitely. Marketing messages, ads, and early interactions shape expectations. Work with marketing teams to develop consistent messaging that doesn't overpromise "AI magic."

Many products set users up for disappointment by hiding complexity. While shielding users from technical details has merit, hiding how products work creates confusion and breaks trust. Balance clarity with simplicity.

When introducing changed features, connect feedback with personalization. Let users know how their input helps improve their experience. Tie benefits to user value: "You can improve recommendations by rating what you see."

Mental models need reinforcement over time. Daily products build strong models through repetition. Occasional-use products like tax software or travel booking apps need reminders. Users might confidently navigate tax software in April but feel lost returning next year after interface updates.