Outcome

The share of new users who completed sign-up, without the team reaching out to nudge them, increased from 30% to 70%.

Customer Support spent a lot less time nudging new users to complete account setup, saving ~4 hours per week

After new users create a Tribes.AI account, the important next step is to connect their work tools, such as Google Docs, Slack, HubSpot, etc, so Tribes.AI can pick up activity signals as they work.

70% of new sign-ups didn’t. They simply dropped off.

Nudge new users to connect their tools and complete the rest of the sign-up flow.

I audited and identified friction points in the sign-up flow, and then rewrote copy across the signup experience so that new users are compelled to complete the sign-up.

The team didn’t initially see this as a UX problem, so there was the extra hurdle of convincing them that it was.

This also meant I had to be extra detailed with stakeholders when sharing the rationale behind the changes I proposed.

Collaborated with the product manager to understand each step of the sign-up flow

Worked with the product designer to identify potential friction points and decide how to positively reframe each step of the sign-up flow for new users

Developed copy for all points of interaction, including labels and microcopy

Leveraged search engine data to guide final copy decisions