CHAPTER 9: Keep New Users Engaged Inside And Outside Your Product

The mediocre teacher tells. The good teacher explains. The superior teacher demonstrates. The great teacher inspires.

- William Arthur Ward
Do you remember a teacher who made a difference in your life?

Even though you may not remember all the teachers you've had, I bet there were a few who made a lasting impression. They might have even influenced your career today. 

For me, that was Mr. Drmanic, my physics teacher during high school. He was funny, brilliant, and explained complex physics concepts with a ton of energy. Above all, he cared about his students. At the start of the year, he’d always ask everyone what they wanted to be when they grew up. He then made a point to relate his lessons to the professions we announced to the class. He inspired me to major in math and computer science in university. 

Mr. Drmanic’s teaching approach is exactly what user onboarding needs – to educate, explain, and inspire users. It’s crucial to find the right balance so that users are not too overwhelmed or get too bored.

Once you’ve created your Straight-Line Onboarding, the next step is to add “bumpers” so users remain engaged and eventually adopt the product into their life or workflow. 

So... how do you immerse new users into your product so they feel motivated and inspired?

This is where a useful framework called the BJ Fogg Behavior Model comes in.

The BJ Fogg Behavior Model

The BJ Fogg Behavior Model is the key to unlocking behavior change and product adoption for new users. Dr. BJ Fogg, behavioral scientist and founder of the Behavior Design Lab at Stanford University, created this model to facilitate behavior changes by adopting positive habits and letting go of unfavorable ones. It emphasizes three elements that must converge simultaneously for a behavioral switch to occur:

• Motivation (M): The desire or willingness to do the new behavior
• Ability (A): The ease in doing the new behavior
• Prompt (P): The cue or trigger to do the new behavior

Together, these elements form the BJ Fogg Behavior Model.



If you plot Motivation and Ability on a graph, you’ll see a curved smiling shape called the Action Line. 



Behaviors that ultimately become habits will reliably fall above the Action Line. For example, let’s say you’re training for a marathon and aim to wake up at 6 a.m. every morning. Even with no running experience, you set an unrealistic goal of running a 10-mile run that first morning. It’s a sure way to fail because this behavior falls below the Action Line.



But, let’s say you sleep in your running shoes and reward yourself with a chocolate banana smoothie after the run, all while setting a realistic goal of running two miles on the first day. Since you’ve increased the motivation and made it easier to get started, you’re more likely to accomplish it. 



Now, how does this help improve user onboarding?

Ultimately, you’re not onboarding people to a product. You're onboarding them to a new way of accomplishing something, a new way of life. In essence, it’s a behavioral switch for users. They have to let go of their old habits and adopt new ones.

If users are falling off during the user onboarding, the BJ Fogg Behavior Model provides a framework to boost those numbers:

1. Is the new behavior as easy to do?
2. Are users motivated to perform the behavior?
3. Are there prompts inside and outside the product to help users perform the desired behavior to complete the user onboarding?

In the Bowling Alley framework, the Product and Conversational Bumpers should contribute to one or more elements in the BJ Fogg Behavior Model to either make the onboarding experience easier, increase the motivation of new users, or prompt them to do something.



This chapter focuses on how you can use the BJ Fogg Behavior Model to keep users engaged both inside and outside a product. It’s divided into three sections:

• Section 1: Learn how to use visual cues, empty states, and content templates to make user onboarding easier.
• Section 2: Discover different ways to increase your users’ motivation inside and outside the product.
• Section 3: Create behavior-based prompts for user onboarding

If you’d like to see an overview of the different types of Product and Conversational Bumpers, see Appendix I and II. 

Section I: Make It Easy

If you want to change the behaviors and habits of users, you need to make the behavior as easy as possible to do. 

One useful concept to measure how easy (or hard) user onboarding is for new users is cognitive load– the mental effort required to learn new information. You can think of cognitive load as the mental processing power needed to learn how to use and interact with a product. If the information exceeds the user’s ability to handle it, it results in a cognitive overload.

From my experience, most user onboarding overwhelms new users with signup fields, product tours, pop-ups, in-app messages, checklists, tooltips, and more. If users feel overwhelmed, they’ll experience cognitive overload and likely abandon the app altogether.

So, how do you avoid overloading users?

With Straight-Line Onboarding in place from the previous chapter, you’re already halfway there. By now, you should have:

• Removed or delayed any unnecessary steps that don’t lead to the First Strike
• Reorganized the onboarding steps from easiest to hardest
• Simplified the onboarding by showing fewer options, while breaking down complex signup and setup processes into multiple steps

You can take additional steps within your product to make for a remarkable first-time experience for new users that’s both easy and effective. 

1. Provide visual cues to guide them to the next onboarding step

At times, new users need a small clue on what to do next. Little cues or context changes can encourage users to make a certain decision. This can be as simple as an image that points users to the next step. 

Basecamp adds some fun to their onboarding by using a cartoon character to point out where users complete the signup form. 



Visual cues can also be Product Bumpers that guide new users to achieve their desired outcome. 

Here’s what a Product Bumper could look like: 

• Product tours orient new users and help them find the fastest path to their first moment of value. Tours often walk users through a critical workflow or point out a few key steps that users might otherwise miss.

• Tooltips isolate elements such as form fields or buttons to guide a user through the account setup. Once a user completes a step, they are referred to the next one.

• Hotspots are often used to give a bit of contextual help to encourage new users to activate certain product elements or features. They can have unique pulsing animations to catch a user’s eye. Hotspots are a nice alternative to tooltips because they are less invasive to users; they don't open automatically and can be easily ignored.

These are just a few examples of Product Bumpers. Others include checklists, progress indicators, and welcome messages (more on those later).

When using Product Bumpers, tours are usually a better bet than an unending blast of tooltips. They help users achieve the desired outcome through action instead of memorization. Canva does a good job of this by guiding users through four steps to download their first design.



Be careful of using Product Bumpers as a band-aid for bad user experience. Often, when they’re added on as an afterthought, they detract from the onboarding experience and become momentum interrupters. 

Regrettably, they have become deeply associated with user onboarding, to the point where many companies believe adding them will automatically improve it. This is flat-out wrong. Ironically, it’s often a sign someone slapped on the onboarding experience without much thought or strategy.

2. Show a helpful empty state

When users are just starting out, they’ll often see pages within a product without any activity, history, or data because it’s their first time interacting with it. These moments are called empty states. 

Empty states are often overlooked as a helpful way to guide users to achieving their First Strike. This happens because interfaces are typically designed with data already in place, so the layout looks clean and organized. So when users sign up for the first time, it can be disheartening to see a bunch of zeros and placeholder images on the main page, which is what you see when you sign up for Mailchimp, an email marketing platform.






Instead, you want to paint a picture of what it will look like once the user is actively using the product. Emphasize the value of taking action. Go beyond showing users the benefits of your app. Direct them to the desired action as well. 

Take a look at Dropbox Paper’s empty state. It describes how it can help you “brainstorm, review design, manage tasks or run meetings.” There’s a clear, primary call-to-action to direct users to begin using Dropbox Paper.



A word of warning: avoid using “dummy data” to generate fake activity and statistics in the empty areas. While it’s tempting to cover empty states with fake data to bring the dashboard to life, it presents an entirely new problem of overwhelming users. You’re opening up the door to questions such as:

• “Am I supposed to do something here, or should I just look at it?”
• “Where did this data come from?”
• “Where do I put in my data?”
• “How do I know it’s my stuff that I’m looking at?”

There are times when “dummy data” can work: when it actively instructs instead of merely being seen. Basecamp does an excellent job of doing this to explain how their product works. Each piece actively guides you through using the product.



3. Provide templates, cheat sheets, and other resources 

Content is like cheat codes to your onboarding. Templates, cheat sheets, and educational articles are often overlooked as a way to make it easier to onboard new users. They can help speed up the onboarding process because users don’t need to start from scratch. 

Let me give you an example of how powerful these resources can be.

Let’s say I give you a pen and a blank piece of paper. I ask you to write a 500-word story. Your brain starts churning and asks questions like:

• Should I write a love story? Or maybe a story about a hero who saves the day?
• Who are my main characters? Who or what is the antagonist of the story?
• Why is Ramli making me write a story?

It’ll probably take several minutes before you start writing something down!

But let’s say I provide you with a pre-written story. All you have to do is give a list of words to substitute for blanks in it. 

Which one is quicker to complete – writing a story from scratch or filling in the blanks?

Chances are it’s easier and faster to fill in the blanks!

It’s the same with onboarding. One way for users to quickly fill in empty states is to provide them with templates to easily copy-and-paste. There is no need to build from scratch. 

For example, Instead of Canva dropping its users into an empty state, they prompt them to pick a template.



Assess the skills users need to achieve their desired outcome and then craft content around that to place in the empty state. 

Userlist, a behavior-based customer messaging platform, does this well. When new users sign up, they’re given a relevant integration guide, as well as a useful communication planning worksheet.



The Userlist team goes further by providing super simple copy-and-paste templates of emails and in-app messages users can use for onboarding. 



Since they know their audience so well, they’re able to provide highly-targeted content that speaks to the solution of their problem: 

1. A behavior-based communication strategy to help onboard new users
2. Customizable full-text templates for every type of campaign across the entire customer lifecycle

So ask yourself this: for your user onboarding, are you able to provide templates, worksheets, or shortcuts to make it easier for new users to achieve their First Strike?

Section 2: Increase Motivation 

Another element to building new habits is motivation. It’s a major driving force of behavioral change. With enough motivation, you can change anyone’s behavior, including your most critical users. You just have to find the right carrot to dangle in front of them, right?

It’s not that simple. External rewards like money, fame, and praise sometimes actually work against people completing a task. Since they’re only interested in the reward, they won’t complete the task on their own initiative if it isn’t there.

That’s why I typically don’t recommend incentives for users to complete the onboarding process. Rewards like trial extensions, badges, or branded stickers might encourage users to complete the onboarding, but those users might not be interested in the product itself; they’re apathetic to the product and end up leaving. 

What I do recommend is using Product and Conversational Bumpers to increase a user’s intrinsic motivations. There are a few ways to do this:

1. Speak to your users’ desires

Often, onboarding teams approach the content of signup screens and onboarding elements like tooltips and product tours as a low priority—and it shows. Even if it’s well-written, it’s usually focused on product features rather than communicating the benefits of these features. This is a mistake.

The ultimate motivation is to show users how the product can help improve their lives. Every word in the entire user onboarding experience is an opportunity to speak to users’ needs and desires. Use content to amplify the solution to their current pain points, calm their anxieties, and remind them they can overcome their existing habits.

For example, the third step in the signup process with Wave reminds new users of the value of their invoicing software. The copy reads, “Send professional invoices. Designed to get you paid 3x faster, with over $24 billion in invoices sent each year.” 



Wave’s team knows that new users are still skeptical, so they use social proof to convince them Wave is the right tool. After all, who doesn’t want to get paid three times faster? 

Airbnb is a bit more subtle in how they do this.

When searching for a place to stay, Airbnb nudges users to add their date and number of guests.



Airbnb achieves two objectives here. First, they encourage visitors to enter their travel details so they can view more accurate pricing. Second, they warn users about tourism taxes which may be added at checkout so they’re not surprised. This is an excellent example of how to address objections before they even come up.

Does the content in your user onboarding speak to the desires and needs of your users? Do you address the concerns, anxieties, and objections in your copy?

2. Show them progress.

Like a workout partner pushing you to complete one more rep, encourage more users to complete the signup, setup, and onboarding process by showing them their progress. Use progress indicators to inform users of their status of completion (e.g., the percentage of steps that are left to complete). Chances are, you’ve seen this in action before. 

Canva uses an indicator in their product tour to indicate where a user is in their four-step product tour.



LinkedIn uses a progress bar to show how to improve your “Profile Strength.”



Progress indicators appear mostly in signup flows, like in this three-step signup process from FullStory.



Place them wherever is most appropriate – Growthhackers adds it as an onboarding checklist during the account setup.



Progress indicators work so well because humans are wired to set goals, and we inherently feel good when we accomplish them. It turns out that when you finish a complex task, your brain releases massive quantities of endorphins.

There’s also an internal tension that occurs when a checklist or progress bar appears incomplete. This is called the Zeigarnik Effect: when people feel the need to finish incomplete tasks. This is a massive win for user onboarding. Simply framing to-do items or a signup process as incomplete can be a huge win.

Do you tell users how far along they are in completing a set of tasks with progress indicators during the signup, account setup, and user onboarding of your product?

3. Welcome new users

Usually, we’re more likely to say “yes” to requests from people we like and are attracted to, whether they’re our closest friends or strangers. 

But what exactly causes attraction? Persuasion science tells us there are three important factors. We like people who are similar to us, people who pay us compliments, and people who cooperate with us to attain mutual goals.

One way to harness this powerful principle into user onboarding is to welcome new users. Many may believe this introduction is a massive waste of time. But if you create a common bond, build a connection, and relate to a shared mission, it can be an enormous boost of motivation for new users. 

It doesn’t need to be anything fancy either. With a short video from their three founders, Userlist creates a bond with users thanks to the personal message.  



Many products ignore this critical step. But imagine walking into a dinner party without the host greeting you and giving a tour. Most likely, you’d feel snubbed and hurt!

Welcome messages also set the tone. They give customers a sense of how they’ll be treated during their relationship with the product. Personal videos are great at humanizing the experience while implying someone is personally involved in the users’ success. 

Fiverr’s welcome message reads, “Welcome to Fiverr. You’re now part of a global community of doers. Fiverr is a marketplace of talented online freelancers who pride themselves on getting it done for you. On time. On budget. Get everything from custom websites to fresh original content, stunning graphics and much more.” 

The call-to-action is, “Get Sh*t Done.”



Fiverr does three things well here:

1. They welcome users to the “global community of doers” to emphasize the message they are not alone.
2. They reiterate their value – helping to find freelancers who deliver projects “from customer websites to fresh, original content and much more” on time and on budget.
3. With the profanity in the primary call-to-action, their personality shines through. Fiverr knows their target audience is casual, so don’t shy away from a little bit of profanity.

When writing welcome emails, consider setting expectations for upcoming content and giving instructions on how they can reach out for help. And for goodness sake, please don’t use an email address people can’t reply to, like with Fiverr’s email from “[email protected].” Emails should be two-way communication and an opportunity for users to ask for help.

Are you welcoming users to your product? If you have a welcome message in place, are you creating a common bond, building a connection, and relating on a shared mission?

4. Celebrate their wins

After you’ve done the heavy lifting to acquire new users and guide them to the First Strike, don’t throw it all away by assuming the job is done. It’s essential to keep them interested in the product. By celebrating your customers' achievements, you can create a correlation between their success and your own. 

The more users come to view your product as an ingredient in their own success, the more traction you’ll have in the long term. When users achieve a meaningful milestone, congratulate them with an in-app message or email.

Once the first invoice is sent with Wave, a screen pops up that reads, “Congratulations! Get ready to see more invoicing goodness.”



It doesn’t end there. They then encourage new users to download the Wave mobile app to track invoices on the go. A field appears to enter a phone number with a CTA that reads, “Text me the link.”

Did you notice how they phrase this? It’s exactly what users want to know after sending an invoice (the tracking information). They’ve also made it easy to download the app by sending a text message with a direct link to it.

Also, consider sending congratulatory onboarding emails. Buzzsprout, a podcast hosting platform, congratulates users after publishing their first podcast episode. The email reads, “Congratulations from Buzzsprout! 1st episode published.” The show’s cover art is presented above the message, and they ask you to spread the cheer by sharing the good news on Facebook or Twitter. 



Another simple example is to add this after users upgrade their account. At Chess.com, they send an email as a reminder of all the benefits you receive once you become a premium member: unlimited access to chess lessons, an ad-free playing experience, as well as tools to analyze the games and more.



The onboarding team at SproutSocial takes it a step further by mailing new users a gift box of goodies, including a coffee mug, stickers, a thank you note, and more after they’ve completed the user onboarding process. This grand gesture congratulates new users for achieving a milestone while delighting them enough, so they tell others about it.



For your user onboarding, have you identified the wins, milestones, and success moments to congratulate new users?

5. Use social proof

When people are uncertain, they’ll look to the behaviors of others to determine their own. This is known as social proof. For instance, if we see a particular restaurant is always full, we’re more likely to eat there. 

Social proof is immensely important for user onboarding. It does so much at the same time – sets expectations, gives leads a comparison party to weigh themselves against, reinforces your messaging, and substantiates your claims.

We’ve already seen an example earlier from Wave. They emphasize in the third step of their signup process that “over $24 billion invoices” with Wave are sent each year. 

Add social proof to onboarding emails. This can be in the form of case studies, reviews, endorsements, or testimonials from happy customers. 

Shopify uses a testimonial from Fred, Luca, and Danni to show how easy it is to start an eCommerce business: “Shopify let us build an ecommerce platform without having prior knowledge or allocating significant resources.”



Social proof establishes trust for skeptical new users and increases motivation to hop on the train to your product.

From my experience, most products only include social proof on their landing pages. But you should be going beyond that:

• Use social proof as supporting copy near a CTA or at a point of friction.
• Use social proof to counter objections. What are the reasons someone might not convert?
• Use social proof to support the value of a product.
• Use social proof to humanize your marketing. A one-line testimonial from John Smith is meaningless. Put names to faces, list companies, link to their Twitter pages. Don’t leave out social media.
• Use social proof in your in-app content and onboarding emails.

Are there steps in your user onboarding where you can add social proof?

Section 3: Create Behavior-Based Prompts

Prompts (or triggers) are one of the most powerful forces that shape our lives. Chances are you’ve encountered hundreds of prompts already today. You’ve probably barely noticed them. 

• Your alarm goes off. So you wake up, brush your teeth, and then make coffee (in the same order every day).
• Your phone buzzes, so you check it for new notifications.
• You’re hungry, so you eat lunch. 

Whether you realize it or not, most habits start with a Prompt. Another way to put it – no prompt, no action. 

In the user onboarding experience, prompts are critical during two moments:

1. To help users achieve their desired outcome and experience the value of a product soon after signing up
2. To help users to continue to use a product until they adopt it into their life and workflow

During the user onboarding journey, prompts can occur inside the app (product tours, checklists, tooltips, and other Product Bumpers) or outside of it (emails, SMS, phone notifications, and old-school direct mail). They’re critical in creating an engaging environment for new users to learn how a product works and to decide if it’s the right fit for them.

Often, when onboarding is added on as an afterthought, prompts become a crutch to mask poor UX design. Remember, the BJ Fogg Behavior Model states that Prompts only work if users have the necessary motivation and ability above the Action Line. 

Successful and effective onboarding prompts have three qualities:

First, Prompts should be omnichannel, involving cohesive, thoughtful messaging across multiple channels that considers where users are in the onboarding journey. One of those channels should be email. That’s because email remains surprisingly effective:

• It’s accessible—most people have at least one email address.
• It’s expected—people expect at least a welcome email.
• It’s understood—it’s a channel that’s been around for years.

On top of that, email can help you stay top-of-mind and drive re-engagement, so users don't churn. When done well, onboarding emails can provide a gentle nudge to encourage users to act while helping them stay on track. 

Second, Prompts should be personalized and timely. Avoid a purely time-based email flow at all costs. The problem with this approach is:

• It does not consider what the user has already done in your product
• It does not personalize the emails to drive users to the next step in the onboarding process
• It does not adapt to users needs, anxieties, and challenges 

To avoid coming across as annoying and spammy, trigger emails based on the actions users have or have not taken inside the product. This ensures the communication is both timely and relevant. 

Third, Prompts should re-iterate the value of your product. Remember that value is not determined by your company nor by the expansiveness of your feature set. Value is defined by your users based on their context of use.

That’s why it’s important to segment email flows based on the product’s Customer Job. Since each user has unique friction points, a product may have multiple onboarding email flows, all based on specific user behaviors. However, I recommend starting with a single path and add sophistication to the onboarding email flow over time.

At ProductLed, we use a three-step process to use Prompts in the onboarding process. You can apply this process to all types of Conversational Bumpers, such as SMS text messages, browser notifications, in-app messages, direct mail, and more. Here’s how to create a behavior-based onboarding communication plan. 

Step 1: Identify the key milestones in your Straight-Line Onboarding

 This could be:

• Right after users sign up, so you can welcome them
• Critical onboarding steps users need to complete to experience the value of the product 
• The moment users achieve their First Strike
• Before, during, and after the free trial period ends

Here’s the Straight-Line Onboarding users experience when they sign up for Canva from the homepage:

1. Click “Sign Up” on the homepage
2. On the “Get started” modal, click“Sign up with email”
3. Enter your full name
4. Enter your email
5. Enter your password
6. Click “Get started”
7. Select an option from “What will you be using Canva for?”
8. Click “skip” on “Try Canva Pro” modal
9. Click “skip” on “Add team member” modal
10. Select a template
11. Edit a template
12. Add your own photos
13. Click on download
14. Click on print, download, or share
15. Try “Canva Pro” for 30 days

From my perspective, there are seven key milestones in Canva’s onboarding:

1. User signs up
2. Select a template
3. Edit a template
4. Add your own photos
5. Download design
6. Start Canva Pro Trial
7. Canva Pro Free Trial Ends

Step 2: Add behavior-based prompts based on the actions users take inside the product

The next step is to add behavior-based prompts to the Straight-Line Onboarding milestones. 

Not all user journeys are the same. One visitor could sign up for the product and then immediately become distracted by a phone call. Others might sign up, play around with a few core features and decide not to convert.

By sending relevant emails filled with juicy content related to a user's specific needs, the product is kept at the top-of-mind and kickstarts their motivation to use it again. 

Behavior-triggered emails also have the potential to take users further on in their onboarding journey. By sharing super-specific information at the right time, you’re not at risk for repeating details they already know, or that’s ahead of their learning curve. Keep the emails resourceful, with one clear CTA that drives them back to actions they haven’t yet finished. 

There are a ton of powerful tools out there that can help you create behavior-based emails. For better segmentation, look for ones that target based on product and user data such as Intercom, Userlist, or ActiveCampaign.

To build a behavior-based onboarding email flow, look at the success path of your Straight-Line Onboarding milestones.



For each step, determine the information or content users might require to complete it. 

If they lack motivation, share content that amplifies the pain of their current situation. Reiterate the value of your product. 

If it’s a lack of ability, share relevant templates, resources, video tutorials, or educational articles. Also, remind them how to get in touch with the team for support.  

The first important onboarding step after users sign up with Canva is selecting a design template. Ask yourself, why might new Canva users not select a template? Maybe they lack inspiration. In that case, use an email to send relevant design templates. 






The next step in Canva’s Straight-Line Onboarding is to edit a template. Once again, ask yourself why users might not edit a template they’ve selected. Maybe they’re confused about how to do it. Perhaps they need help from the support team. 



Repeat this process for the remaining milestones. And don’t forget to send welcome messages! 



Here are some additional examples of other types of content you can send during the onboarding process. Take a peek at Appendix II: Conversational Bumpers for easy copy-and-paste templates.

• Value-based emails focus on communicating the functional, emotional, or social job of a product. How will your product make the user’s life better?
• Usage tips are helpful nudges that direct users to take steps that will set them up for success.
• Case studies share customer success stories to inspire users to continue using the product and become paying customers. Share stories to overcome objections.
• Trial expiration warning emails remind users how many days are left in the trial period and emphasizes the value of upgrading to a paid account. 
• Trial extension emails ask users if they want a trial extension. You’d be surprised how many trial extension requests end up turning into paying customers.
• Sales touches are when the sales or customer success teams reach out to users. These can be automated or manual emails. I’ll talk more about the right time to send these types of emails in Chapter 11.

Step 3: Fill in the details

Remember to check out Appendix II for some copy-and-paste templates. Here are some best practices to consider when filling in the details to help you make the best of them. 

1. Set one primary CTA for each onboarding email. This should be simple enough to do since each email in the behavior-based email flow corresponds to a key milestone in your Straight-Line Onboarding. Create clear, compelling CTAs for each email that effectively helps users complete the step they haven’t finished yet.
2. Make it personal. Just because a brand targets enterprise customers don’t mean the emails can’t be fun. Avoid talking like a robot. Copy like “You’re in!” or “Let the fun begin,” or “Get the latest fashion — and help local charities” are simple yet effective messaging that gives readers that “good feeling” when supporting your brand.
3. Keep it simple. Onboarding emails don’t have to be super short, but they should be easy to digest. Keep copy concise and include eye-catching visuals or gifs to guide readers through the email.
4. Optimize for mobile. Nowadays, the majority of emails (67%!) are opened on mobile. Create emails that render well on mobile. Knowing the ideal subject line length, button size, and CTA position is essential. Don’t forget about the preview text!
5. Segment your emails. Not all user journeys are the same. Some will arrive via a social media promotion. Others will discover you from the app store. Some users will download your app, sign up, and immediately start poking around. Others will download and forget to ever open it. By segmenting new users and tailoring your welcome messages to their experience, you’ll see up to 100.95% higher click-through rates* and 18x more revenue.

There are plenty of moving pieces to your onboarding series. Don’t forget to experiment and split test different copy, timing, and creative. 

The Next Step

Many believe that moment—the signup—is when they’ve “won” the customer. But in reality, 40 to 60% of software users open an app once and never log in again. Using the BJ Fogg Behavior Model and increasing users’ ability and motivation, and using behavior-based prompts, you can keep new users engaged both inside and outside your product.

The final step in the EUREKA framework is to apply the changes we’ve discussed so far to your current user onboarding. Then, analyze the results. 

And repeat.