Good timing. I’ve just spent some time this week revisiting what success looks like for our users, mapping out the sequence of events, and using Intercom.io to create segments for each level of success achieved. This way we can not only identify the stage each user is at, we can send auto messages in-app or via emails to help people move to the next stage.
My thinking is that if we find users a piling up in a particular stage (and not moving on) then that is where we are failing. So then we need to talk to those users to find out why they failed to move on, then fix the UX to remove the blockages.
I’m interested to hear of other approaches and tools to practically measure and improve SaaS onboarding.