Redesigning the onboarding flow to reduce user drop-offs - Klakpad
Klakpad is a platform that helps businesses run more efficiently. This project focused on improving the first-time user experience by rethinking the onboarding journey to make it simpler, more intuitive, and user-friendly.
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ROLE/TEAM
A team of 2 Product Designers, Software Engineers, Product Manager, Customer Success team.
TIMELINE
2 weeks
Year: June 2025
TOOLS USED
Figma, Figjam, Notion
Project Overview
Klakpad helps business owners manage inventory, expenses, finances, and customer data, all in one platform. But our onboarding experience was falling short. It was confusing, disjointed, and led to high drop-off rates: 57% of users abandoned the sign-up process before completion.
To fix this, I led a complete redesign of the onboarding flow, simplifying the journey, removing friction, and guiding users seamlessly into the product. This case study covers how we identified the problems, redesigned the experience, and improved engagement.
The Problem: Why Users Were Dropping Off
After analyzing user behavior, we discovered that 57% of users didn’t complete the signup process. To understand why, we conducted usability tests and gathered feedback from real users. Here’s what we found:
Too Many Fields
A long, overwhelming form discouraged users from completing sign-up.
Too Many Fields
Users registered on the web but had no guidance on downloading the desktop app.
OTP Frustrations
Many didn’t receive the OTP, making verification and completion impossible.
Early Paywall
Immediately after clicking "Sign Up," users were taken to a pricing page. This felt like a hard sell to first-time users who just wanted to try the product, causing many to leave before experiencing the value of the platform.
The Solution: Redesigning the User Journey
We started by analyzing user feedback, mapping customer journeys, and reviewing similar onboarding experiences of other products. This helped us identify friction points and areas where users struggled the most.
With these insights, we proposed a new onboarding flow designed to reduce cognitive load and make setup faster and more intuitive. From the start, we worked closely with developers, looping them into planning sessions and design reviews. This early alignment helped us move faster, clarify edge cases, and ensure technical feasibility throughout the process.
1. Eliminating the Pricing Page
We removed the pricing page from the immediate onboarding process. Now, when users clicked "Sign Up," they were taken directly to the sign-up form. We introduced subscription suggestions after they had a chance to explore the platform.
Breaking Down the Form into Steps
To address the overwhelming number of form fields, we broke down the sign-up process into smaller, more digestible steps so as to reduced cognitive load and helped users stay engaged.
3. Deferring OTP Verification
Instead of forcing users to verify their phone number during sign-up, we moved the OTP verification to after the user completed registration. This allowed users to continue the process without interruptions.
4. Introducing a Download Page
Once the user completed sign-up, we introduced a download page that guided them step-by-step through the process of installing the desktop app. This added clarity and reduced confusion, making the transition to the actual platform much smoother.
Impact: Results and Key Takeaways
Increased Conversions
Three months after launching the new onboarding flow, we saw a significant increase in conversion rates, with 87% of users completing the sign-up process.
Faster Onboarding
The time it took for a user to complete the onboarding process decreased from 1 minute to just 32 seconds.
Improved User Satisfaction
Users who previously struggled with the confusing process now had a clearer path to getting started. This led to better engagement and a smoother experience from registration to actual product usage.
Conclusion
The redesigned onboarding flow for Klakpad resulted in better user engagement, higher conversion rates, and a smoother overall experience. By focusing on clarity, reducing friction, and giving users time to explore the product, we created a process that’s not only faster but also more intuitive.
