We know first impressions matter so it’s important to uncover the time and steps it takes for a customer to sign up and complete the first step of your onboarding process. Typically, if the customer does not complete this step quickly, they are highly unlikely to do so in the future. In addition, analyzing drop off steps that may be causing friction to complete the first step of onboarding will provide insight into the customer experience.
Step 1: Determine what sign up and the first step of the onboarding process looks like for your team
What does sign up look like for your team? With some of our SaaS customers, this could be as simple as clicking on a trial sign up button or it can be as complicated as going through numerous steps and clicks to verify a customer has signed up for a trial.
Afterwards, you want to determine and define the first step of the onboarding process, as well as the ideal time between sign up and first step.
Step 2: Analyze your features!
|Query #1||Time between sign up and completing |
the first step of onboarding
|Retention||Start Event: Sign Up Event|
Return Event: Onboarding First Step
Date range: Select an appropriate time range for customers to sign up and complete the first step in the onboarding process. If you are analyzing first time customers, select “First Time”
Of the users who sign up, how long does it take them to complete the first step of the onboarding process? Are they coming back the next day to complete onboarding? You can hypothesize that if they don’t do it immediately, it is highly unlikely they will do it later. You can send out emails or fire in app guides to ensure that they complete the first step immediately.
Segments are a powerful feature within Heap and allow you to be hyper focused in analysis. We recommend filtering for a specific segment to to understand a unique cohort of users, such as “Trial Customers” or “East Coast Users.”
|Query #2||Paths from Sign Up|
|Path||Raw Pageviews & Defined Events From Sign Up Event|
If the users aren’t immediately trying to complete the first step of the onboarding process, what else are they doing? This report provides you with some insight into click paths or pageviews after Sign Up. Through Path analysis, you can hypothesize and validate if users are unable to find the first step of onboarding and change the UI so they can easily find this first step.
Step 3: Interpret your results and take action
Create a communication strategy If customers aren’t completing the first step of the onboarding process right away, create a sense of urgency to do so in the signup process. If they have not completed the first step after the recommended time period, you can engage with these individuals through emails and in-app guides.
Identify friction points in the onboarding process through Heap so you can further analyze why users aren’t completing that first crucial step in the onboarding process. There are numerous ways to ensure that customers complete this step, you can change the UI, surface educational content, or display customer stories. Come up with creative ways to ensure that customers complete this step so they can begin their customer journey!
Heap makes it easy to uncover insights to provide a seamless experience from sign up to onboarding. As we mentioned earlier, we understand that first impressions matter and Heap equips you with the data to make changes for a better customer experience.