How to Retain Your App’s New Users.

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Most SaaS apps lose 95% of new users within 90 days. They tend to lose those users during onboarding when a first impression is made.

This short article is meant to help you welcome potential clients into your products by enticing them to become lifelong customers.

Here’s the 80/20 approach to the onboarding process

Begin by visualizing how your users can experience satisfaction from your product. This is the reason why users wanted to find you.

Next, identify the challenges that arise in the process then work to eliminate the obstacles that arise in the onboarding process.

What to do to spot the obstacles: Some obstacles will be obvious to you. These are steps to be taken onboarding that require a lot of work.

Other challenges are hidden. To discover them, look at the users who use your product for the following reasons: 

For SaaS apps: Document the app’s in-app actions with Hotjar.

 For physical items, conduct a Study. Check out how your customers are using your product. and observe their behavior. This will reveal the unfinished paths that are taken during onboarding.

An example: Twitter studied their users onboarding habits and discovered that new users who don’t follow a handful of other Twitter users at the time they sign-up for the first time are more likely not to come back. They therefore redesigned their onboarding process to require users to select five people to follow.

After you’ve identified the issues, tackle them using these four principals:

1. Educate users

2. Engage users

3. Reduce friction.

4. Make fruitful with actionable strategies for every.

1. Instruct users 

Quickly explain to them how to unlock the value of your product. If it’s not evident, consider these: * Walkthroughs Highlight important features * Video: A simple, one-minute video with 15 minutes of document reading. For SaaS apps: Build the dashboard with samples of information and suggestions.

2. Use a trick to get users’ attention. Use the following rule of thumb Don’t make users perform a task until you’ve convinced them with the benefits they’ll receive from it. Ex. Do you want to convince someone to install an extension for Chrome? Make them aware of your web application first. Invite them to download the app once they can clearly see the benefits.

3. Reduce friction by reducing the workload. Limit your requests to the items you require. E.g. pre-fill in forms might be perceived complex

 Break down a complicated task into simple steps

 Avoiding anxiety over choice: Anything that requires the user to think about their the process should be accompanied by suggestions.

4. Be effective: You want your users to achieve something worthwhile while they are learning how the use of your product. E.g. If you manage an email application for instance, your onboarding guideline can guide users through clearing their inbox. Give a little dopamine boost to keep users engaged.

A great onboarding experience delights users. Be sure to clearly state what’s next. The next step should seem easy. Create momentum for the product’s value. Since there is nothing more exciting than being able to experience a product’s true value in just a few minutes.


  1. Your onboarding process should teach users how they can benefit from your product. Engage users and convert them into loyal customers.
  2. Determine the barriers. Find the solutions. Reduce the cognitive and friction.
  3. Concentrate on being informative, engaging and productive as you can.

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