cbrock84 Activation
Acquisition spend is wasted downstream of a weak activation. This is usually the cheapest place to improve revenue and the least worked on.
Define the activation moment
Name the specific thing a new user does that predicts they will stay — not "logged in twice," but the action that delivers the value they came for. Find it in the data: compare what retained users did in week one against what churned users did.
Everything in onboarding exists to get people to that moment faster. Without it defined, onboarding becomes a feature tour.
Signup
Every field costs conversion, and each one must earn its place. Ask for what is needed to deliver value now; collect the rest later, in context, when the reason is obvious.
- Defer email verification past first value where the product allows it.
- Never ask for payment details before value is delivered unless the model requires it.
- Show progress on multi-step flows, and let people finish later without losing work.
- Errors inline and specific. A form that rejects on submit without saying which field is where people leave.
Onboarding
The goal is the first real outcome, not a completed tour.
- Use their data, not sample data. The moment someone sees their own information in the product is the moment it becomes real.
- One action at a time, each visibly advancing toward the outcome.
- Skippable, resumable, and repeatable. Forced linear onboarding fails everyone whose situation differs from the assumed one.
- Empty states do the teaching. They are the most-seen screens in a new account and usually the least designed.
Checklists work when the items lead to real value and the list can be dismissed. They fail when they are busywork.
Diagnosing
Instrument each step and find the largest drop. Then watch session recordings of people who dropped there — the quantitative data says where, and only observation says why.
Common causes, in rough order: asked for too much too early, value not visible before effort required, an empty product with no path out of it, and a required integration nobody has permissions for.
Measuring
Percentage reaching the activation moment, and time to reach it. Signup conversion alone will happily improve while activation falls.
Never
- Pick an activation moment because it is easy to measure. It has to be the point where the user gets the value they came for.
- Add a step to onboarding without removing one. Every screen between signup and value costs you users.
- Ask at signup for anything you do not need to deliver the first result. Collect the rest later, in context.
- Count signups as activation. A user who never reached the value moment did not activate.