Overview
Redesigned the onboarding experience for a B2B SaaS product to improve user activation rates.
Client
CloudSync
Year
2024
Service
UX Design
The Challenge
Only 23% of new users were reaching the 'aha moment' and activating their accounts.
Research & Discovery
Mapped out the user journey, identified friction points, and interviewed 20 users who churned during onboarding.
Design Decisions
Created a guided, step-by-step onboarding with contextual help, progress indicators, and optional tutorials.
Final Result
The Outcome
Activation 23%→61%
Activation rate increased from 23% to 61%, time-to-value reduced by 50%, and support tickets decreased by 30%.