Creating an Onboarding Playbook for Consistency Across Teams

Why Consistency in Onboarding Matters More Than Ever

Every new hire’s first days and weeks set the tone for their entire journey with an organization. Yet too often, onboarding experiences differ wildly from one team or location to another. Without a consistent approach, some employees get a structured 90-day plan while others receive little more than a quick tour and a stack of paperwork. This patchwork of onboarding not only creates confusion but also contributes to early turnover. In fact, surveys show that nearly one-third of new employees quit within the first three months, and a significant portion of employee turnover (about 20%) happens within just the first 45 days. These departures often stem from inadequate onboarding, a lack of clarity, support, and alignment early on. To address this challenge, organizations are turning to onboarding playbooks as a solution. An onboarding playbook provides a standardized roadmap for welcoming and training new hires, ensuring every team follows best practices and no one falls through the cracks. By creating an onboarding playbook, companies can deliver a uniform, high-quality experience that boosts retention, accelerates productivity, and maintains a strong company culture across all teams.

Onboarding is the process of integrating new employees into an organization, introducing them to their role, the company’s policies, tools, and culture. When this process is left to individual managers or departments without guidance, the results can be wildly inconsistent. One new hire might get a comprehensive orientation and training plan, while another (even in the same company) gets a cursory introduction and is left to sink or swim. This inconsistency is more than just an HR inconvenience, it’s a business risk. Research has found that among employees who quit within six months of starting a job, 23% said they didn’t have clear guidance about their responsibilities, and 21% wanted more effective training. In other words, a sizable number of early resignations are tied to poor or uneven onboarding.

Without a standardized approach, critical information can be missed. New hires may not learn important security protocols, compliance procedures, or company values if their manager forgets to cover them. Teams may develop their own “local” version of company culture and practices that drift away from headquarters’ standards. For larger organizations or those with multiple offices, relying on local managers to onboard employees almost guarantees variability, and over time, each location or department may cultivate its own norms not aligned with the company’s overall vision. This fragmentation can hurt collaboration and erode the cohesive culture that leadership wants to build.

The cost of inconsistent onboarding is perhaps most evident in employee turnover and performance. As noted earlier, a lackluster onboarding experience often leads new hires to disengage or leave prematurely. Losing an employee so soon is costly, companies must incur recruiting expenses again and suffer lost productivity. Estimates vary, but replacing an employee can cost anywhere from one-third of that employee’s annual salary to over twice that amount in training, lost knowledge and recruiting costs. Inconsistent onboarding also means some employees take much longer to reach full productivity (if they ever do), because they weren’t given the same training or resources as others. In short, when onboarding isn’t done right the first time, organizations pay for it later in turnover, ramp-up time, and even potential compliance or security failures.

An onboarding playbook is a comprehensive guide or “roadmap” that outlines how to bring new hires into the organization in a structured, consistent way. Think of it as a detailed manual that covers every step of the new hire journey, from the moment an offer is accepted, through the first day and week, to check-ins at 30/60/90 days and beyond. According to one guide, an onboarding playbook provides clear objectives, step-by-step procedures, and best practices to ensure a seamless transition for new employees. It typically emphasizes both job role integration and cultural alignment, meaning it helps newcomers not only learn their duties but also understand the company’s values, norms, and how their role fits into the bigger picture.

Crucially, a playbook is meant to be used across teams and departments, not just a one-off checklist for one manager. It standardizes the onboarding process so that whether a person is joining the engineering team, the sales department, or a regional office overseas, they receive a core set of information and support. Each new hire still gets role-specific training, but within a consistent framework. The playbook serves as a single source of truth that all managers and HR staff can follow, which ensures no important topic is overlooked and every newcomer has a baseline experience. This might include things like a welcome email template, a schedule for the first day, a list of mandatory trainings (e.g. safety, ethics, or cybersecurity policies), introduction meetings with key colleagues, and so on.

Another way to look at an onboarding playbook is as a repeatable process document, much like a playbook in sports or the military. It outlines the “plays” (actions) that need to happen, who is responsible for them, and when they should occur, to successfully integrate a new team member. By having this documented and shared, organizations can onboard 10 or 100 new employees with a similar level of quality. This consistency is important not only for fairness and experience, but also for business results. Companies that invest time in creating an onboarding playbook report achieving better results faster, ensuring consistency across departments, and even improving compliance (for example, making sure every hire signs the required forms and learns data security rules). In short, an onboarding playbook is the engine that drives a uniform onboarding process, so that each new employee gets the best possible start regardless of where they work or who their manager is.

Implementing a standardized onboarding playbook can yield significant benefits for both employees and the organization. By delivering a uniform onboarding experience to every new hire, the company reduces variability in training and support. This greater consistency means employees don’t face a “luck of the draw” onboarding; instead, everyone receives the key information and resources they need to succeed. This has several positive ripple effects:

• Higher employee retention: A well-structured onboarding program makes new hires feel welcomed, prepared, and connected, which in turn improves their likelihood of staying. Research bears this out, one study found that a strong onboarding process boosted new hire retention by 82%. New employees who feel set up for success are less likely to become disillusioned and quit in those tenuous first months. By providing clear guidance, training, and check-ins, a playbook helps newcomers build confidence and loyalty to the organization. In contrast, inconsistent or chaotic onboarding can drive good people away (remember that 33% of new hires who quit in 90 days).
  
• Faster time to productivity: Effective onboarding gets employees up to speed in their roles more quickly. By standardizing best practices, for example, ensuring every new salesperson goes through the same product training or every engineer pairs with a mentor in week one, companies can dramatically shorten the learning curve. Organizations with a formal onboarding process report new hires achieving full productivity 34% faster than those without one, according to industry research. Similarly, another analysis noted that companies with structured onboarding see 50% greater new-hire productivity on average compared to those with ad-hoc onboarding. In practical terms, a playbook helps employees contribute value sooner, which benefits the bottom line.
  
• Improved engagement and culture alignment: A consistent onboarding playbook ensures that each new team member hears a unified message about the company’s mission, values, and expectations. This helps embed the desired culture across the organization. When every hire, from the factory floor to the executive team, learns about the company’s core values and “how we work” in a similar way, it reinforces a cohesive culture. New employees who go through a comprehensive onboarding are also far more engaged, one statistic showed they are 30 times more likely to have a strong sense of connection to their workplace when their onboarding experience is positive. Higher engagement not only means better morale, but also translates into better customer service, innovation, and overall performance.
  
• Reduced errors and compliance issues: Standardizing onboarding steps helps prevent things from slipping through the cracks. For example, if the playbook mandates that IT access and security training are completed by every hire in week one, it’s less likely that someone will go weeks without proper system permissions or unknowingly bypass cybersecurity protocols. Ensuring everyone receives the same compliance briefings, safety instructions, or HR policy overview means the organization is more uniformly protected against risk. As one HR software company noted, standardized processes minimize misunderstandings and costly mistakes by making sure information is transferred accurately and consistently. In regulated industries or roles, this consistency is especially critical, it could be the difference between passing an audit or falling afoul of legal requirements.
  
• Better knowledge transfer and skill development: An onboarding playbook often includes a curated set of learning materials, such as training modules, documents, and exercises, that have been honed over time. New hires benefit from a refined knowledge base and don’t have to reinvent the wheel to learn their job. This accelerates their skill development. It also means that best practices are shared uniformly. For instance, if one branch of the company developed a great training for customer service etiquette, adding it to the company-wide playbook ensures all new customer service reps get the same quality training (not just those lucky enough to join the branch that created it). Such sharing raises the competence of the entire workforce. In turn, companies with strong onboarding programs have reported significant gains, not just in retention, but also in engagement (up to 54% higher) and overall productivity (over 70% improvement) among new employees.
  

In summary, a standardized onboarding playbook is an investment that pays off through engaged, well-prepared employees. Those employees are more likely to stay, ramp up faster, and perform better. For the organization, it means lower turnover costs, a stronger culture, and teams that are aligned in how they operate from day one. It’s no wonder that many HR leaders and executives now view onboarding as a strategic priority: done right, it provides a competitive advantage in talent retention and productivity.

What does a good onboarding playbook actually include? While the specifics can vary by company or industry, most effective playbooks cover a set of core components to ensure nothing important is overlooked. Below are key elements typically found in a comprehensive onboarding playbook:

• Clear Objectives and Goals: Define what the onboarding process is meant to achieve. Are you aiming to have the new hire fully operational in 60 days? Should they complete certain certifications or meet specific performance milestones? Setting clear objectives (e.g. “Within one month, the new sales rep will be able to independently run a client demo”) gives direction to both the manager and the new employee. It also provides a basis for measuring onboarding success.
  
• Onboarding Timeline and Milestones: A timeline lays out the journey in phases, for example, Pre-Day One preparation, Day 1 orientation, Week 1 training, 30/60/90-day check-ins. This helps the new hire (and those guiding them) know what to expect and stay on track. For each phase, include milestones or checkpoints. Pre-start: complete paperwork, set up email and access cards, send welcome kit. Day 1: meet the team, office tour, initial job overview. Week 1: attend training sessions, meet cross-functional colleagues, set initial goals. 30 days: review progress, address questions, give first assignment feedback. A structured timeline ensures a smooth progression and that important activities (like setting up regular one-on-one meetings or completing required e-learning modules) happen at the right time.
  
• Roles and Responsibilities: Clarify who is involved in onboarding and what their roles are. The new hire is the “player,” but who are the coaches and support team? The playbook should specify, for instance, that the hiring manager will introduce the new hire to the team and assign a first project, HR will cover benefits enrollment and policy orientation, IT will set up equipment and accounts on day one, and a mentor or “buddy” will be assigned for the first 90 days to answer day-to-day questions. When everyone knows their part, the process is coordinated and new employees aren’t left unattended. It also fosters accountability, managers know it’s on them to ensure certain training is done, etc.
  
• Step-by-Step Processes and Checklists: Break down the onboarding into specific tasks or checklists that can be followed and repeated. This might include things like: complete HR paperwork (tax forms, direct deposit) on the first morning, review the employee handbook, configure necessary software accounts, set up the workstation, schedule introductory meetings with key team members, shadow a senior employee for a day, and so forth. By having detailed steps, the playbook acts as a recipe that any manager can follow, which is especially useful for consistency. It also helps in highly regulated fields, e.g., a checklist can ensure every new pharmacy technician follows exact training steps for safety and compliance.
  
• Training and Resource Materials: A solid onboarding playbook provides or points to the training materials a new hire will need. This can range from formal training sessions (like classroom or online courses) to reading materials and videos. For example, include links to the company’s learning portal or required certification courses, provide an overview of product manuals or service guides they should read, and include any standard operating procedures relevant to the role. Many companies also incorporate interactive or e-learning content for remote or hybrid employees. Standardizing these resources is key, if you have a great sales playbook or coding standards document, every new salesperson or developer should get it on day one. Some playbooks even supply templates for managers to send welcome emails, sample first-week agendas, or scripts for introducing the new hire to clients, ensuring communications are consistent and professional.
  
• Company Culture and Values Introduction: Beyond role-specific training, an onboarding playbook should immerse the newcomer in the organization’s culture. This might involve a session on the company’s history, mission, and core values, perhaps led by a senior leader or a video message from the CEO. It could include sharing stories of the company’s traditions or how teams live the values in daily work. Including a segment on culture ensures that no matter which team a person joins, they all hear the same message about “what we stand for.” This helps build a unified culture across teams. For example, if innovation and customer-focus are core values, the playbook could prompt managers to discuss recent examples of those values in action. Culture onboarding might also involve introducing the social aspects of work, like explaining any employee resource groups, volunteer days, or simply where people gather for lunch, so new hires feel socially integrated.
  
• Feedback and Check-in Mechanisms: Onboarding shouldn’t be a one-way flow of information. Great playbooks build in opportunities for two-way feedback and adjustment. Encourage managers or HR to check in with new hires at set intervals (e.g. end of first week, end of first month, three months) to ask how things are going, answer questions, and address any issues. Surveys or feedback forms can be used for a more structured approach. This not only helps catch problems early (maybe the new hire feels overwhelmed or lacks a key tool, you’ll find out and can fix it), but also provides data to improve the onboarding program itself. For instance, if multiple new hires suggest they need more training on a certain software, the playbook can be updated to include that. Defining key performance indicators (KPIs) for onboarding, such as time to full productivity, 90-day retention rates, or new hire satisfaction scores, and tracking them is a good practice to continuously refine the process.
  

By covering these components, an onboarding playbook becomes a robust framework that guides both the new employee and those responsible for onboarding. It ensures that from the big-picture goals down to the nitty-gritty checklist items, nothing is left to chance. Additionally, the playbook can include appendices or links for further reference, like an FAQ for common new hire questions, a glossary of company acronyms, or contacts for help (HR hotline, IT helpdesk, etc.). The idea is to equip new hires with a go-to resource that anticipates their needs as they settle into the company.

Developing an onboarding playbook for your organization might sound like a large undertaking, but it can be tackled step by step. Below is a guided approach to create a playbook that fits your company and ensures consistency across teams:

1. Gather Input from Key Stakeholders: Start by consulting those who are involved in hiring and training new employees, this typically includes HR professionals, hiring managers from various departments, trainers or L&D (Learning & Development) staff, and even IT and compliance officers. Understand how onboarding is currently done in different parts of the organization. What’s working well and what’s not? Often, companies find some teams have a decent process while others are improvising. By gathering input, you’ll also get buy-in; people are more likely to use the playbook if they contributed to its creation.

2. Define the Core Onboarding Experience: Identify the universal elements that should apply to every new hire, regardless of department or role. These are the non-negotiables that ensure consistency. For example, every new employee should learn about the company’s mission and values, receive the employee handbook and HR policy briefing, complete required compliance training (like ethics, sexual harassment prevention, or data security), and be set up with their IT accounts and tools on day one. List out these core elements and use them as the backbone of your playbook. This is also a good stage to decide on the overall timeline (Will you have a formal 90-day program? What should happen by the end of week 1? etc.).

3. Incorporate Role-Specific or Department-Specific Modules: While core onboarding is universal, a good playbook is also flexible to cater to different roles. Work with each department (or at least major functions) to outline what additional training or information their new hires need. For example, sales hires might need product demos and sales protocol training, while engineers might need to learn about the software deployment process and coding guidelines. You can build these as separate modules or sections in the playbook. The key is that they plug into the overall framework without contradicting it. It’s like having electives built on top of a core curriculum. Each department’s input here ensures relevance, but since HR or central leadership is coordinating, it stays aligned with the overall onboarding standards.

4. Develop the Content and Materials: Now, create or compile the actual content that will go into the playbook. This includes writing down the steps (possibly as checklists or flow charts), drafting welcome messages and templates, and linking to resources. If some training materials don’t exist yet, you might need to create them or at least reference where managers can find them. Ensure that all compliance requirements are addressed in the content (for example, if operating machinery requires a safety certification, include that step clearly). Aim for clarity and brevity, the playbook should be detailed but user-friendly. Visual aids like flow diagrams for the process or a timeline graphic can help communicate the sequence of events. If your organization uses an onboarding software or intranet, this content can be built into that system for easy access.

5. Leverage Technology for Consistency: To make the playbook truly effective across teams, consider using digital tools. A centralized onboarding platform or a shared checklist (even a simple project management board or HRIS system module) can ensure everyone is literally on the same page. For instance, many companies use Learning Management Systems (LMS) to enroll all new hires in the same mandatory courses. Others create an intranet site or a PDF guide that managers must follow. Some forward-thinking organizations even employ chatbots or AI assistants to guide new hires through basic onboarding tasks, a strategy that has proven successful. (IBM famously implemented an AI-driven onboarding assistant that walked new hires through paperwork and training; this innovation reduced their onboarding time by 75%, allowing HR staff to focus on more personalized support.) Whether high-tech or simple, using a tool that provides checklists, sends reminders, and consolidates materials will help enforce the playbook consistently. It also provides tracking, you can see if a certain step was skipped and follow up.

6. Pilot and Refine the Playbook: Before rolling it out company-wide, test the playbook with a small group of new hires or in one department. Observe how it works in practice and solicit feedback from both the new employees and the managers using it. You might discover, for example, that the scheduled timeline was too packed (“too much information in the first day”) or that certain instructions were unclear. Use this trial run to make adjustments. It’s much easier to tweak the process before you mandate it for everyone. Piloting also helps create success stories you can share, e.g., if the department that piloted sees faster ramp-up or great feedback from their new hires, you can highlight that when encouraging other teams to adopt the playbook.

7. Train Managers and HR Staff: A playbook is only useful if the people responsible for onboarding know about it and are motivated to use it. Conduct training or informational sessions to introduce the new onboarding playbook to all relevant stakeholders. Walk them through how to use it, where to find the resources, and why it’s beneficial. Emphasize that this is meant to support them, for instance, new managers especially might be relieved to have a clear guide to follow. Also, clarify any expectations (maybe even make it part of managers’ performance metrics that they follow the onboarding procedures for their new hires). Gaining leadership support here is important; when executives and department heads champion the importance of consistent onboarding, managers will take it seriously.

8. Measure Success and Continuously Improve: Once the playbook is in action across the organization, keep an eye on how it’s performing. Refer back to the objectives you set and the KPIs you want to influence (retention rates, time to productivity, new hire satisfaction, etc.). Gather data, for example, HR can track 90-day retention and see if it improves after the playbook implementation. Encourage feedback: some companies do a 30-day or 60-day new hire survey specifically about the onboarding experience. Use this input to identify areas for improvement. Maybe new hires comment that the training modules were great but they wished for more social introduction to colleagues, that could lead to adding a team lunch or mentorship meetup into the playbook. Treat the onboarding playbook as a living document that evolves with the company. As your business changes (new tools, updated policies, shifts to remote work, etc.), update the playbook accordingly so it remains current and valuable.

By following these steps, you can create a robust onboarding playbook that is tailored to your organization’s needs yet consistent across the board. The process also instills a mindset that onboarding is not a rushed, last-minute task, but a thoughtful program that deserves attention, which, in turn, signals to new hires that the company genuinely invests in their success from day one.

Designing a playbook is one thing; ensuring it is consistently implemented by all teams is the next challenge. Human nature and organizational habits can lead to drift, a manager in one office might skip steps or add their own spin on things. Here are strategies to maintain consistency across diverse teams and locations:

• Centralize the Onboarding Resources: Host the playbook and all related materials in a central, easily accessible location (such as a company intranet page or shared drive). This way, everyone references the same playbook version. Using a digital platform that all new hires go through can enforce consistency too. For example, if every new employee is enrolled in the same online onboarding course or portal on their first day, you know they’re all seeing the same content, no matter who their manager is.
  
• Use Standardized Training Media: One effective technique is to create common training media, such as orientation videos or e-learning modules, that deliver the core messages. As a case in point, organizations have found that leveraging video training creates a portable, consistent learning experience for every employee. Instead of each manager verbally explaining the company history (with varying degrees of detail or accuracy), a professionally made welcome video ensures everyone hears the identical story. Video demonstrations, recorded webinars, or interactive modules can cover things like company values, security procedures, or product overviews uniformly. Managers can then supplement with live discussions, but the baseline info is consistent.
  
• Appoint Onboarding Champions or Coordinators: Especially in larger enterprises or those spread across multiple locations, it helps to have designated people who oversee the onboarding process locally while following the central playbook. For instance, you might assign an “onboarding champion” in each department or office, perhaps an HR representative or a senior employee, whose job is to make sure the playbook is followed for each new hire in their area. They can coordinate logistics and remind managers of their responsibilities. This person becomes the go-to for questions and ensures that even if a manager is busy, the new hire doesn’t miss out on parts of the program.
  
• Allow Minor Tailoring, but Control It: It’s reasonable that not every location is identical. Time zones, local regulations, or cultural nuances might require slight adjustments in onboarding. The key is to control the degree of localization. The playbook can specify which parts are core (must be done everywhere) and which parts have room for customization. For example, the playbook might say “Team introduction meeting, format can be decided by each team (e.g., lunch, formal meeting, casual coffee break) but must occur in first week.” Or for global companies, certain HR forms or benefit orientations will differ by country, but the playbook can have country-specific appendices managed by HR. By explicitly framing where flexibility is allowed, you prevent wholesale deviation. This way, teams feel the playbook works for them too, and not like a rigid corporate mandate that doesn’t fit their reality.
  
• Maintain Open Communication and Share Best Practices: Consistency doesn’t mean there’s no innovation at the local level. Encourage teams to share improvements they make to onboarding, and if something is truly beneficial, update the playbook so everyone can use it. Maybe one office started a new hire group lunch with the CEO that was a big hit, that could be replicated company-wide via the playbook. Regular meetings of those onboarding champions or an “onboarding council” can help monitor consistency and also spread great ideas. It creates a feedback loop where the playbook continuously gets better but stays standard across the organization.
  
• Monitor and Audit the Process: It might sound strict, but periodically auditing or checking that the onboarding steps are being followed can help keep everyone honest. HRIS systems or simple checklists can be reviewed, for example, HR can see if all new hires have completed their required trainings within the first month. If one department consistently lags or skips certain steps, HR can intervene with additional training or support for that manager. Sometimes managers don’t follow a process because they’re strapped for time or don’t fully understand its importance. By noticing inconsistencies early (say, one team’s new hires consistently miss the 30-day check-in), the organization can address the cause, maybe that manager needs an assistant’s help or a reminder.
  
• Address Geographically Dispersed Teams Thoughtfully: In remote or global teams, ensure that “consistency” also accounts for inclusion. A playbook should consider remote onboarding best practices, like scheduling video calls for introductions, using collaboration tools (Teams/Slack) to create a sense of community, and being mindful of time zone differences for live sessions. For example, if HQ is doing a live orientation webinar, record it for those in other time zones and provide a local live Q&A follow-up. The goal is that a remote hire or someone in a satellite office feels as connected and informed as those at headquarters. Consistency across locations might also mean translating key materials into local languages or observing local holidays/schedules when planning the timeline, while still delivering the same content in principle. Enterprise leaders and CISOs will also appreciate that consistent onboarding includes uniform training on global policies (like data privacy, ethics, anti-phishing security training) so that risk is managed everywhere.
  

By implementing these practices, organizations can maintain the integrity of their onboarding playbook across all teams. Remember, consistency is not about rigidity, but reliability, every new employee, whether in New York or Nairobi, whether in Finance or Engineering, should feel they had a thorough, welcoming introduction to the company and their role. Achieving that level of consistency builds a stronger, more unified organization where people share common values and knowledge from the start.

Creating an onboarding playbook for consistency across teams is ultimately about building a unified employee experience. When done well, it ensures that every new hire, no matter where they are or what role they fill, walks away with the same positive impression: that the company is organized, cares about their development, and equips them for success. A new employee’s enthusiasm in the first weeks is a precious resource; a consistent onboarding playbook channels that enthusiasm productively, turning fresh hires into confident, connected team members.

For HR professionals, business leaders, and CISOs alike, the onboarding playbook is a strategic tool. HR gains a framework to deliver training uniformly and reduce new-hire churn. Business owners and executives see faster ramp-up and better retention, improving the bottom line and talent ROI. CISOs and compliance officers can rest easier knowing that everyone receives the critical security awareness and policy training, closing loopholes in human risk. It’s a win-win across the board.

Of course, creating a playbook isn’t a one-time project but a commitment to continuous improvement. Solicit feedback from your new hires and managers, stay updated on evolving best practices (like virtual onboarding techniques or new regulatory requirements), and refine the playbook regularly. By doing so, you keep your onboarding approach fresh, engaging, and effective.

In the end, a consistent onboarding experience sends a powerful message: Our company has its act together, and we’re invested in every employee’s success from day one. That message not only impresses new hires, it builds loyalty and sets the foundation for them to achieve great things within your teams. With a well-crafted onboarding playbook in hand, you can ensure that every new colleague starts on the right foot and becomes a contributing part of your organization’s story, no matter where they come in.

FAQ

What is an onboarding playbook?

An onboarding playbook is a structured guide outlining every step of the new hire journey, from pre-start preparations to 90-day check-ins. It ensures consistent onboarding across all teams, covering both job-specific training and cultural integration.

Why is inconsistent onboarding a problem for organizations?

Inconsistent onboarding can cause confusion, missed training, and uneven cultural alignment. It increases early turnover, slows productivity, and may lead to compliance gaps, costing organizations time and money.

What are the key benefits of a standardized onboarding playbook?

A standardized onboarding playbook improves retention, speeds up time to productivity, boosts engagement, strengthens culture alignment, and reduces compliance risks by ensuring every hire gets the same essential training and resources.

What should an effective onboarding playbook include?

It should contain clear goals, timelines, defined roles, detailed checklists, standardized training resources, cultural introductions, and feedback mechanisms. These components help ensure a consistent and complete onboarding experience.

How can organizations ensure onboarding consistency across teams and locations?

Companies can centralize resources, use standardized training media, appoint onboarding champions, set rules for local customization, and audit the process. This ensures every new hire receives the same quality onboarding regardless of location.