Customers abandon onboarding
New customers want to succeed. Your onboarding makes it harder than it should be — too many steps, jargon, or decisions before they see results.
The problem
Completion rates fall mid-flow. Support receives the same setup questions daily. Time-to-value stretches from days to weeks while competitors promise instant setup.
How I investigate it
I map onboarding step by step, measure drop-off, watch users attempt setup, and strip everything that does not contribute to first value.
Expected business outcome
A shorter path to first success — fewer steps, clearer guidance, measurable lift in completion and early retention.
Especially critical for SaaS, marketplaces, admin-heavy products and regulated industries where setup is inherently complex.
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Something is not working. Let's find out what.
A direct conversation about your product, the symptoms you see, and whether an investigation would be worth it. No pitch deck.