The fresh perspective you need to 2x your activation rate

We help you harness the latest onboarding tactics used by today's fastest-growing SaaS leaders.
“BLOWN AWAY. You built on an idea and made it even better”
Kerry Hebert, UX Director
Visa.com
"our secret weapon and transformative for any digital business"
Joe Brown, Founder
GetHireable.com
“we received nearly perfect scores from clients”
Ria Jesrani, UX Director
Ipsos.com
Your product

Onboarding Impact Simulator

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Typical monthly new users
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Average revenue per user per month
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Average number of months a customer stays active

High Impact UX is a specialist studio that optimises your onboarding experience to turn more sign-ups into loyal customers.

Before

Frustrated users abandon product
Poor ROI on acquisition costs
Competitors steal prospects
Customer support overwhelmed
Market share steadily shrinks

After

Users become loyal advocates
Revenue forecasts exceeded
Outpace competitors effortlessly
Referrals fuel organic growth
Market leadership position secured

Success stories

Watch Founders Lucy and Chris run you through some of our success stories.

Fintech SaaS

Ledgerscope.com

Challenge

Make a complex product understandable and engaging to an audience with lower technical ability.

Solution

We pushed more complex concepts till after we'd helped people get to their 'aha!' moment faster. This made the product feel far less intimidating and improved activation rates.

2 minute video with Chris...
Small enough to provide exceptional personal service and flexibility but able to deliver all of the expertise and skills that you'd expect from a big and expensive design agency.
Adrian Pearson — MD & Founder
Ledgerscope.com

HR SaaS

GetHireable.com

Challenge

Part of the onboarding process involved AI parsing. This takes time (20 seconds) and creates drop-offs, impacting revenue.

Solution

Using proven behavioural concepts, like Labour Illusion and Goal Gradient Effect, we designed a flow that felt magical and engaging.

2 minute video with Chris...
Chris & Lucy are like a secret weapon. I believe a partnership with them will be transformative for any business - so actively look for opportunities to introduce them.
Joe Brown — Founder
gethireable.com

Childcare SaaS

JoinBubble.com

Challenge

This popular babysitting app was experiencing lower activation rates than they'd like. They wanted to know why, and what to do about it.

Solution

We used analytics and user testing to create an in-depth audit based on testing to fix high friction areas, and increase activation rates.

2 minute video with Lucy...

Financial services

EMVCo.com

Challenge

Deliver the optimal UX flows to onboard and encourage people to opt-in to new 3DS features, while maintaining a safe, efficient buying experience.

Solution

Working with Ipsos MORI, we created prototypes to test and validate optimal flows. The resulting UX guidelines are now in use by banks, merchants and card networks worldwide.

2 minute video with Chris...
We only gave them one week to update the prototypes based on our research and they took it in stride, meeting the deadline. They’re agile, and you can tell that they care about the work.

They also have the brains and the guts to back it up. It makes for a really easy working partnership.
Simon Jones — UX Research Director
Ipsos.com

Insurance

FPVUK.org

Challenge

As one of the leading drone insurance products in the UK, the FPV team wanted the peace of mind that came with knowing their onboarding flow was working as hard and effectively as it could.

Solution

After running behavioural analytics, we uncovered a few flaws in the onboarding flow creating multiple drop-off points. Our fixes delivered a 1900% ROI.

The real example above shows a hidden UI issue in the onboarding flow. Only discovered with behavioural analytics.

Fintech SaaS

Atominvest.co

Challenge

This powerful enterprise product used by 20,000 companies had a common problem: a key flow during the onboarding phase presented too many choices causing confusion and impacting customer satisfaction.

Solution

We reworked some of the UI to provide a clear pathway and reduce cognitive load through choice overwhelm. This increased customer satisfaction and retention rates.

2 minute video with Lucy...
We went live with the new UI across our client base and we are getting great feedback. A big thanks to you both for your awesome work and guidance on the UI/ UX,
Hemal Mehta — Founder
atominvest.co

EdTech SaaS

UCSF

Challenge

Onboard 3 different user types (kids, parents, teachers). Keep them actively engaged. Find a way to maximise retention and form habits early on.

Solution

We triaged each user type down a personalised onboarding flow to frame the product in its most valuable light. This meant slight UI changes as well as different tone of voice in the copy.

2 minute video with Chris...
They were very efficient in accomplishing our design goals and made small changes that had profound impact.
Joaquin Anguera — Associate Professor
Neuroscape at UC San Francisco

Greentech

Solar company (confidential)

Challenge

Reduce drop-offs during the 8 step onboarding sequence and increase conversions on the result page.

Solution

We reworked the 8 step sequence and results page (below) which increased conversion rate by 327%.

How it works

Relax, safe in the knowledge your onboarding flow is working to convert more people, 24/7.
1

Analyse

Deep dive into your current analytics, onboarding funnel, customer personas and recurring behaviour patterns.

2

Strategise

Develop a tailored onboarding optimisation plan and benefit from 15 years of successes (and mistakes!).

3

Implement

Working closely with your team to insure a smooth, stress-free experience.

4

Measure & iterate

We'll work until we meet our agreed targets.

Animated GIF of Lucy smiling and waving at the camera.Animated video of Chris making faces at the camera.

Led by Lucy and Chris, we've spent 15 years working in product UX.

Onboarding is often neglected yet it can make or break a product. We want to share years of trial and error with you to unlock your product's potential.
Ipsos UX research being presented using our flows
An exceptional digital team. Fast, easy to work with and dependable.
Rob Stevens, Group Head of UX @ GfK
Workshop with a leading asset management Co
One of our Founders in a product workshop
Co-founder Lucy in a product workshop with EMVCo
Not to be crass, but...I’M BLOWN THE F*CK AWAY. You built on an idea and made it even better! Really, really good stuff.
Kerry Hebert, UX Director @ Visa.com
The team working with a leading finance research Co.
Produced outstanding work with good, lasting customer feedback.
Yann Cluchey, OPI CTO @ GfK.com
Co-founder Chris in a product workshop
“During our partnership, we regularly received nearly perfect scores from clients.”
Ria Jesrani, UX Director @ Ipsos.com
A UX workshop
Our UX flows being used for product roadmapping
"You're like a secret weapon. I believe a partnership with Chris and Lucy will be transformative for any business - so actively look for opportunities to introduce them."
Joe Brown, Founder @ gethireable.com

Ready to transform your onboarding?

Discover how we tailor an onboarding optimisation strategy for your unique product and users.

FAQs

Is design included?

Yes, if you don't have a design team or prefer them to work on other stuff, we can provide design fixes to give to your developers.

I have a design team already

Most of our customers value the fresh perspective and expertise in the onboarding.  Your design team may also be busy on other work!

Our product is unique. How do you know your approach will work for us?

Our process begins with a thorough analysis of your specific product and users. We tailor our strategies to your unique situation, and our diverse experience allows us to innovate effectively across industries.

How do we measure effectiveness?

We can set benchmarks before hand using your existing data (or we can install analytics and start establishing metrics). Once ready, you can push our optimisations to your app (or a small segment of users if you want to test beforehand).

Regarding analytics — is this GDPR / CCPA compliant?

We can use existing data or use Microsoft Clarity for session reviews, you can read more about privacy and security here.

What if we don't see any improvement?

While this is unlikely based on our track record, we're confident enough to offer a satisfaction guarantee. If we don't meet the minimum improvement threshold, we'll continue working at no extra cost until we do.