An INCF workshop in May 2026 examined how research infrastructures attract, onboard and retain users, using EBRAINS as the principal case for discussion. Participants considered onboarding as a continuing process rather than a one-time introduction. Awareness, documentation, training, technical support, governance and community development all affect whether users can engage successfully with complex research services. The workshop recommended combining central coordination with support adapted to local communities. Participants also highlighted the value of modular, FAIR and reusable training resources that can be adapted for different audiences and institutional settings. The discussions offer a practical perspective on a persistent challenge: making advanced infrastructure not only available, but genuinely usable over time.