User Communication Guide

During the final stage of the migration process, imported users have to complete the official registration with UNIDY in order to gain access to the integrated service and other connected services. To simplify this procedure, UNIDY provides an invitation link that is dispatched via email to each user following the import. By clicking on the link, the user is directed to the Unidy registration form where they must enter and confirm their password to finalize the registration and proceeding to their personal UNIDY profile.

Depending on the integrated service and the digital proficiency of your users, it is advisable to inform them of the impending migration and the requirement to register with UNIDY in order to continue using the integrated service in the future. As a result, it is recommended to plan and execute a communication strategy during the migration process.

To develop a successful communication strategy, it is imperative to first identify all addressees, necessary communication steps, and the corresponding timing while taking into account the users' requirements for the integrated service. For example, ticketing users require immediate access to the service, whereas website visitors may not mind processing the registration during their initial visit to the service.

Outlined below is an overview of the typical addressees we encountered during the migration process, as well as a three-step communication strategy that apprises users of the upcoming migration, provides the invitation email, and includes a reminder for those who may have missed the initial communication.

When communicating with customers during the migration process, it is typically necessary to consider three different addresses or target groups. Each group should receive distinct content that is tailored to their specific needs and interests.

In the respective communication you should focus on:

These users already know UNIDY and its advantages, which is why the focus should be on:

These users also know UNIDY and its advantages, but are unaware of the integrated service:

A good communication strategy in user migration processes is crucial because it helps to ensure a smooth and successful transition for both the users and the service providers.

Effective communication can help to minimize confusion and uncertainty and provide clear instructions for the migration process. It can also help to build trust and maintain a positive relationship with users, reducing the risk of frustration, complaints, or loss of engagement.

Furthermore, a good communication strategy can help to increase user adoption and satisfaction with the integrated service and UNIDY, as users are more likely to embrace them if they understand its benefits and feel well-informed throughout the transition.

In most migrations, the above-mentioned criteria can be met by a three-step communication strategy, which is described in the following. Please bear in mind that in the best case, each addressee/target group should receive individual messages focusing on the aforementioned content.

This email is intended solely for informative purposes and serves to notify users about an upcoming migration, any necessary actions they may need to take, and the relevant timeline. It also should contain relevant information and advantages of the integrated service and the UNIDY ID. Typically, this email is sent out one to two weeks before the go-live date.

This email is sent out on the go-live date following the successful completion of all productive tests. It provides users with all the necessary information and the invitation link (if they do not have an ID yet) to perform the migration process, which may include a step-by-step description and screenshots depending on the digital proficiency of users who do not yet have an ID.

For users who already have an ID, it is important to explain the benefits of the service and inform them that they can no longer use their old password from the integrated service when logging in. This can help to promote the use of the service and ensure that users are aware of the updated login requirements.

The purpose of this email is to inform all users who did not confirm their invitation yet, that they must complete the registration via the provided link/button in order to use the services in the future. It can be beneficial to also offer a preview of upcoming projects or services that can only be accessed with their ID, in order to encourage users to complete the registration process.

We recommend using your standard newsletter tool for sending migration communication, and we will provide you with the necessary links for emails II and III. You may need to use these links individually to allow users to complete their ID registration. Most newsletter tools have suitable solutions for this, but please reach out to the Customer Success Team if you encounter any difficulties.