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Product event
Track key product events with a simple JavaScript snippet.
Research triggers · Customer feedback moments
Fix Onboarding Drop-Off
Talk to users when they abandon onboarding or setup. Find out exactly where people get confused and why they stop.
2 to 5 minute interviewsWorks from events you already trackEvery interview is a real person
“I started the setup, but I wasn’t sure what the next step was supposed to be.”
What people say at this moment
Why it happens
Common Reasons Users Drop Off During Onboarding
Users often drop off during onboarding when early friction makes the product feel confusing or difficult to set up. Identifying these causes helps teams simplify the onboarding experience.
Common causes include:
• too many setup steps before users see value
• confusing instructions or unclear next steps
• required integrations or configuration
• unclear explanation of the product’s benefits
• users feeling overwhelmed by the interface
Identifying these issues helps teams simplify onboarding and guide users toward value faster.
The gap
Most Teams Don’t Know Why Users Drop Off During Onboarding
Product analytics can show exactly where users leave the onboarding flow.
Teams can see:
• which step users abandon
• how long onboarding takes
• where drop-off rates spike
But analytics alone cannot explain why users stop.
Did the step feel confusing?
Did the setup look too complicated?
Did users fail to see the value of continuing?
Without understanding the user’s experience, teams are left guessing which part of onboarding needs improvement.
Timing
The Best Time to Understand Onboarding Friction
The most valuable feedback happens right when users abandon onboarding.
At that moment, people still remember:
• what they were trying to set up
• what confused them
• what made the process feel difficult
• what made them decide to stop
Capturing feedback immediately after abandonment helps teams identify the exact friction that caused the drop-off.
Instead of guessing what went wrong, teams can hear directly from users about the experience they just had.
Key moments
Key Moments When Onboarding Drop-Off Happens
Users typically abandon onboarding at predictable moments in the setup process.
Common drop-off points include:
Account setup
Users create an account but do not begin onboarding.
Configuration steps
Users abandon when asked to connect tools, import data, or configure settings.
Feature setup
Users stop when onboarding introduces complex features too early.
First task creation
Users drop off before completing the first meaningful action.
Each of these moments can reveal the specific friction that prevents users from reaching value.
How to capture it
Capture Feedback When Users Abandon Onboarding
Instead of analyzing drop-off purely through analytics, teams can capture feedback when onboarding abandonment occurs.
For example:
User stops during onboarding
→ Invite quick conversation
→ Ask what felt confusing or difficult
→ Analyze patterns across responses
Because the experience is fresh, users can clearly explain:
• what step confused them
• what felt like too much effort
• what they expected to happen next
These insights help teams improve onboarding design and remove friction from the setup process.
What teams learn
What Teams Discover About Onboarding Drop-Off
When teams capture feedback at the moment onboarding is abandoned, several patterns usually appear.
• unclear next steps in the onboarding flow
• too many setup requirements before value is visible
• confusing terminology or product language
• technical integration steps that feel overwhelming
• users not understanding the product’s core value
Understanding these patterns helps teams simplify onboarding and guide users toward value faster.
Questions to ask
Questions to Ask Users Who Abandon Onboarding
When users drop off during onboarding, simple questions can reveal exactly what caused the friction.
Examples include:
• What were you trying to set up just now?
• What part of the onboarding process felt confusing?
• Was there anything that looked like too much work?
• What did you expect to happen next?
• What would have helped you continue?
These conversations often reveal the real barriers preventing users from completing onboarding.
How it works
Turn customer moments into insights. Capture feedback as the event happens.
These insights often become clear when teams talk to users at the moment these events occur, while the experience is still fresh.
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Research trigger
Use events from tools like PostHog, Mixpanel, Amplitude or GA.
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Quick voice conversation
The event invites the user to a short voice chat with an AI interviewer.
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Themes and insights
Interviews are transcribed, analyzed and summarized into themes.
Frequent questions
Frequently asked questions.
Why do users drop off during onboarding?
Users typically drop off when onboarding feels confusing, too complex, or requires too much setup before they see value. Understanding where users get stuck helps teams simplify the process.
How can teams identify onboarding friction?
Analytics tools can show where users drop off, but conversations with users reveal why the drop-off occurs. Speaking with users during the moment of abandonment helps uncover the real issues.
What questions should you ask users who abandon onboarding?
Questions should focus on what the user was trying to accomplish and what felt confusing or difficult during the onboarding process.
How can onboarding feedback be captured automatically?
Products can trigger feedback invitations when users abandon onboarding or fail to complete setup. These conversations capture insights while the experience is still fresh.
More moments
Other moments worth asking about.
Any product event can start a conversation. The research triggers page lists all ten.
Improve Activation Rates
Interview new users who sign up but never get started. Learn what blocked them from taking the first meaningful step.
Understand Why People Don’t Upgrade
Talk to users when a trial ends or a plan change happens. Learn what’s missing when customers decide not to upgrade.
Discover What New Users Expect
Interview users right after they sign up or create an account. Understand what they’re hoping to accomplish before they even start using your product.
Turn Support Moments Into Insights
Talk to customers when they contact support. Understand the deeper product issues behind support requests.
Capture Feedback When Issues Happen
Talk to users when they hit an issue, error, or failed action. Understand what they were trying to do and where the experience breaks.
Understand Checkout or Purchase Abandonment
Talk to shoppers when they abandon checkout or a cart. Discover the friction that stops customers from completing a purchase.
Learn What Users Were Trying to Do
Talk to users after key actions like searches, failed tasks, or abandoned flows. Understand the job they were trying to accomplish.
Understand Why Users Stop Using a Feature
Talk to users when they stop using an important feature. Learn what they expected it to do and why it didn’t stick.
Ask at the moment it happens. Hear why while it’s fresh.
Free to start. Your first trigger takes a few minutes to set up.