[jgilias]

It’s not about budgets, it’s about incentives and the Dunbar limit. A solo-preneur, or a small organisation has all the incentives to have great onboarding experiences. And they’re small enough for everyone to know each other and have a coherent vision.

At a huge organisation like Google there’s a plethora of people all working according to their incentives. These organisations pay lip service to customer experience and excellence, but when push comes to shove it’s the flashy projects that get rewarded.

So nobody has a great overview of everything going on to the necessary level of detail, and nobody actually cares about onboarding UX.

Microsoft has the same problem, I want to shoot myself every time I need to get something done for a kid’s account on Xbox.