1. Map the major steps in the onboarding process 2. Map the data points that are being extracted at each step, both explicit and implicit (the (company needs) 3. Map the content that you think you need at each step (the customer needs) and how you should feel after receiving that content 4. Map the content you actually receive (usually eMail + web + mobile) and note the gaps both in content substance (what you get) and tone and manner (how you feel) 5. Evaluate the onboarding process and recommend changes 6. Create programs for retention esent your findings in deck format. Suggest the following sections 1. Onboarding process summary 2. Onboarding process deep dive including customer needs 3. Gap Analysis 4. Recommended or Ideal onboarding process e: See Blackboard ade. 25%