People tend to confuse the goal of onboarding; they think the goal is to ‘get the user set up’, when it is actually to ‘convert users to power users’. This is especially true when operating in the SaaS space — where users may not start using the product extensively right away, rather expanding their use over time — because it is harder to pinpoint to an exact moment in time when a customer has truly ‘come onboard’. It is more gradual as compared to, say, mobile application users who may instantly take to an application.
“Jimmy, I wanted to first say thanks for your suggestion, I love it when people get involved in the design process… I can see where you’re coming from with the idea, but I’ve given it a lot of thought and played with the design to try to make it work, but I don’t agree it will solve the design problem in a way that is consistent across the entire product without impacting our users in a negative way. It’s like solving a rubik’s cube Jimmy. Your suggestion gets one side all sorted out, which is great, but it messes with the other 5 sides, and I have to solve the whole thing.”
Make sure the other person feels heard, and make sure it’s clear that you fully understand their suggestion or idea. So often the fight happens because they feel like you didn’t listen. So take all the time you need to listen, and repeat back to them what you heard. Then ask for a day to process it, go through it thoroughly. Make sure you’ve considered the option fully.