Streamlining SaaS Onboarding to Boost User Activation
Overview
I redesigned 5centsCDN’s onboarding experience to simplify a previously confusing and friction-filled process. The new 4-step flow (Register → Select Plan → Purchase → Onboard) increased clarity, reduced drop-offs, and helped users activate faster. The redesign improved direct purchases by 84%, reduced inactive users by 33%, and boosted scroll depth from 20% to 70%, proving the value of UX in user activation.
Challenge
The challenge demanded a simpler, more guided activation journey.
Plan selection was unclear, leading to frequent support questions.
No segmentation data to retarget users.
Lengthy and visually inconsistent onboarding flow.
Users accessed the dashboard without activating their subscription, which was confusing.
Objective & Goal
To create a streamlined, high-clarity onboarding experience that improves activation, reduces confusion, and supports data-driven user segmentation.
Process
I began by analyzing user drop-offs, support tickets, and funnel data to understand where friction occurred. From there, I simplified the onboarding journey into a guided four-step flow, refined plan selection, introduced segmentation markers, and collaborated with backend and QA teams to ensure a smooth, error-free experience. My process was simple
Data Audit: Identified drop-offs via Clarity & GA.
Flow Simplification: Built a guided 4-step structure with clear CTAs.
Plan Categorization: Grouped plans (Live, VOD, Web Delivery).
Access Control: Dashboard access only for paying users.
Segmentation: Added markers for paying vs. trial users.
QA & Testing: Resolved UI inconsistencies, pricing bugs, and verification errors.
Result
Redesigned the onboarding experience for a global CDN SaaS platform to improve user activation and retention. By simplifying the flow, refining plan categorization, and integrating customer segmentation, the redesign achieved 84% more direct purchases, 33% fewer inactive users, and a 78% boost in monthly revenue — proving the power of data-driven UX design in SaaS environments.
Learnings
This project reinforced how essential progressive disclosure and cognitive load reduction are in simplifying complex flows. By guiding users step-by-step and improving information clarity, we created a more confident and seamless activation experience that directly improved conversions.
Additional Learnings:
Small UX adjustments can create large business impact.
Clear steps reduce anxiety and confusion.
Data segmentation empowers better targeting post-onboarding.
Tools That Shaped This Project
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