Effective user onboarding doesn’t rely on intrusive banners, overwhelming tours or live support agents. Instead, it should offer immediate guidance that feels natural, especially for users who prefer to explore independently. That’s why Mark Hedley chose Product Fruits’ support elements to guide users through adeus, a global platform offering digital wills and legacy planning services.
The goal is clear: provide 24/7 contextual in-app support and deliver an exceptional experience from day one.
In the video, Mark Hedley, COO of adeus, showcases the in-app support flows on the adeus platform and shares tips for faster user onboarding.
While the Life Ring Button widget with Hints creates an initial layer of support, allowing users to find the information they need, adeus recently implemented AI Copilot, named Ady, delivering an active, conversational support layer for users directly from the Life Ring Button.
Onboarding starts even before login: a contextual hint explains the verification process and prompts users to check their spam folder for confirmation codes, eliminating a common point of friction. On the home page, tooltips walk users through adeus’s two flagship products, Digital Will and Digital Vault, providing:
Expanded Hint (Tooltip) with video tutorial and embedded feedback card.
When users need additional assistance, the Life Ring Button, a central help center widget, offers:
“More than 50 % of wills are completed on mobile. Life Ring Button scales beautifully on smaller screens.” — Mark Hedley, COO, adeus
Expanded Life Ring Button (Help Center) widget on the right
Built within Product Fruits, the Knowledge Base with AI-driven search and summaries is the heart of adeus’ onboarding knowledge. It includes:
– Step-by-step tutorials
– Video guides
– Contextual help articles for both new and returning users
Its structure allows for keyword search or category browsing, with AI-enhanced suggestions delivering fast, relevant results. Each article ends with a “Was this article helpful?” prompt, giving the adeus team valuable feedback. AI-generated summaries enable users to preview multiple articles without opening them.
“Based on article feedback, I can update and publish a new article in minutes, improving our Knowledge Base quality almost instantly.” — Mark Hedley, COO, adeus
Knowledge base article
In the “Ady Chatbot” tab of the Life Ring Button, Ady Copilot transforms passive search into an intelligent conversation. Unlike the Knowledge Base or Life Ring search bar—which only summarize internal articles—Ady also draws on external resources, including adeus’s website and blog, to deliver users broader, more contextual help across multiple topics.
Ady’s Key Functionalities:
“I’m not technical, yet I implemented Ady in minutes. Integrating our website and blog was seamless, now Ady delivers truly contextual help.” — Mark Hedley, COO, adeus
Ady’s Key Benefits:
Ady Copilot can be reached from the “Ady Chatbot ” section in the Help Center widget
Adeus demonstrates that intuitive, scalable self-service onboarding is achievable without a large support team. In-app hints guide users from their very first click, while Ady Copilot turns static help into dynamic, AI-powered assistance. The result: 70 % of users activate within minutes of signing up and enjoy a seamless, self-reliant experience.
In the video, Mark shares his thoughts on the in-app support strategy
Adeus is a digital-first platform that helps users manage their legacy – both real world and digital – through it’s legacy planning platform. adeus currently offers two core products, Digital Will and Digital Vault. The platform offers a free tier, followed by flexible paid subscription plans. More at adeuslife.com.
