Small anecdote. Signed up a user that was real keen on our software. Weeks later she hadn’t used at all. Called her up, Aunty why na, you have paid and you really liked it when we showed you. Her response: There was this thing on the page i when i visited, I couldn’t log in as a result so i just left.
A few weeks prior we had put a pop up on our web page asking people to download our mobile app. All that needed to be done was to either click the “X” symbol or anywhere outside the pop up. She didn’t know this. We learnt. Took the pop up down and now try to explain everything clearly.