Result from my work

Onboarding Case Study: 16% to 24% in One Year

By Vishwajeet Kumar · 6 min read · Updated 4 November 2026

Quick answerI lifted the onboarding rate from 16% to 24% in one year in a stockbroking platform by analysing drop-off cohort by cohort, reworking the funnel nudge sequence and writing segment-specific messages.

A stockbroking platform, Lead, CRM and Lifecycle Marketing (Oct 2024 to present). Figures are as reported on my resume, for the period stated.

The goal

A stockbroking platform with a 16% onboarding rate.

The aim: understand where each cohort dropped off, then rebuild the nudge sequence and messages around it.

The result

What I did and what changed

Result from my work

A stockbroking platform, Lead, CRM and Lifecycle Marketing (Oct 2024 to present)

Analysed drop-off by cohort to see exactly where new users stalled
Reworked the funnel nudge sequence around those drop-off points
Wrote segment-specific messages instead of one message for everyone
Reviewed results by cohort and kept what worked

16% to 24%onboarding rate in one year

+50%relative lift in the onboarding rate

Cohort by cohortdrop-off analysis behind every change

Result as reported from my own work, measured over one year. The employer is not named, to respect confidentiality.

How I diagnose this

Map every onboarding step and count how many people reach each one
Find the single biggest drop-off, and check whether it is a product problem or a message problem
Split people by where they stalled, how long ago and which device they use
Read session recordings or support tickets at the stall point to learn the real reason

The method behind it

The steps below are the general method. The details differ by company and product.

Fix friction first

Remove fields, steps and confusing wording at the biggest drop-off. No message can rescue a broken step.

Define the finish line

Agree the one action that counts as onboarded, for example completed verification.

Build stall-based nudges

Trigger a message when someone stops, not on a fixed calendar.

Match the message to the step

Someone stuck on verification needs different help from someone who has not opened the app twice.

Hold out a control group

Keep 10% of stalled users unmessaged so you can prove the lift.

Review weekly

Check completion by step, then adjust timing, channel and wording.

A starting journey you can adapt

When	Channel	Message
30 minutes after a stall	Push	Two steps left. Finish setting up in about two minutes.
Next day, morning	Email	A short guide that fixes the most common stuck point, with one button.
Day 3	WhatsApp	A friendly check-in with a link back to the exact step, for opted-in users.
Day 7	Push	A last reminder with a reason to finish, then stop messaging.

Numbers to track

Completion rate by stepTime to complete onboardingDrop-off at the biggest stepShare reaching the first key actionSupport tickets about setup

Common pitfalls

Nudging people before fixing the broken step
Sending everyone the same message wherever they stalled
Skipping the control group, then taking credit for organic completions
Messaging users who have not opted in on that channel

Frequently asked questions

How long does an onboarding journey take to build?

A first version usually takes two to four weeks, including event tracking and testing. Results show up within weeks as cohorts move through the journey.

What is a good onboarding completion rate?

It varies by product and how much effort setup needs. Compare against your own past cohorts first, then peers in your sector.

Services behind this work

CRM Strategy

Stop guessing who your customers are. Segment them, map their journey and plug the leaks.

Lifecycle Marketing

From first tap to loyal fan, and back again when they drift.

CRM health check

Answer six questions and see where your setup stands.

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