EVE Online's inbound Inferno 1.2 patch comes a completely overhauled tutorial experience for the game. CCP Games was concerned by how many potential players failed to make it through the existing tutorial, and CCP Greyscale wrote a lengthy post detailing how a studio goes about retuning the beginner experience to retain customers.
This process is detailed in five steps. The first was to gather metrics and analyze them to see where problem areas lay. From there the team broke apart the current tutorial, reorganized it, and formed task forces to deal with each section. After making the changes, the team turned the new tutorial over to outside testers for evaluation and feedback. Finally, the improved tutorial will be implemented to (hopefully) greater effect.
CCP also listed many of the changes coming with this new tutorial. These changes include removing the voiceovers and adding right-click context menus, better visuals, highlighting text, and easier navigation between the tutorial steps.