Mailtrap invested in creating a streamlined, low-friction onboarding experience, assuming it would significantly boost conversions. The change had almost no impact. They discovered their developer audience valued the product's core utility so much that they were willing to complete extra steps, rendering the simplified UX improvements ineffective for conversion.
Related Insights
When a business gets high visibility but low conversions, the impulse is to blame the platform or marketing tactic (the 'sink'). However, the real issue is often the core offering—the product, pricing, or value proposition (the 'well'). People obsess over front-end fixes when the back-end is the actual problem.
Mailtrap made a multi-step survey a required part of signup. Counterintuitively, this added friction had no negative impact on conversion rates. The collected data on user intent, role, and marketing attribution proved invaluable for segmenting users and focusing on high-value cohorts, informing both product and marketing strategy.
GoProposal viewed high-touch, proactive onboarding as part of their acquisition cost. Before a trial user even entered their credit card, the team would manually set up their account with brand assets. This "shock and awe" approach wowed customers and dramatically increased conversion.
The obsession with removing friction is often wrong. When users have low intent or understanding, the goal isn't to speed them up but to build their comprehension of your product's value. If software asks you to make a decision you don't understand, it makes you feel stupid, which is the ultimate failure.
Instead of focusing solely on conversion rates, measure 'engagement quality'—metrics that signal user confidence, like dwell time, scroll depth, and journey progression. The philosophy is that if you successfully help users understand the content and feel confident, conversions will naturally follow as a positive side effect.
Instead of directing users to a landing page with a form, ask them to simply reply to the email with a keyword to receive a guide or discount. This reduces friction and can exponentially increase the number of people who take the desired action compared to traditional methods.
Marketers often over-optimize form fields while ignoring the core value exchange. A weak call to action like "Request a Demo" offers no immediate value. A strong, front-and-center offer (e.g., "Save 20% Today") is the primary motivator for a user to provide their information.
Forcing users to focus on a single, non-scrollable view with a simple form eliminates distractions. This tactic simplifies the user experience by preventing users from getting lost in supplementary information, leading to a significant increase in conversion rates.
A one-size-fits-all onboarding process is ineffective. Customers have varying levels of technical proficiency; a power user may find excessive handholding annoying, while a novice needs it. The process must be flexible and tailored to the individual to avoid creating a frustrating experience.
Instead of a broad onboarding, focus the entire initial user experience on achieving one specific, "brag-worthy" value event as quickly as possible. Structure this as a sprint: define the event, remove all friction, design a "click, click, value" path, and use alerts to nudge users along to that singular 'win'.
