Onboarding: what comes first?
Wondering how others tackle this, as well as if someone did some testing.
My to be launched app will be paid only, no free tier.
Now thinking about the onboarding journey: payment details first and then customer details (email, password etc) or the other way around.
Payment details first:
- High barrier
- Probably better selection at the gates of people that are serious about buying
- Account creation is easier because you know the customer has a validated payment method
Customer details first:
- Lower barrier to start the onboarding
- If the payment after filling in customer details fails the result might be 'zombie accounts', have to write logic to clean these up
Any other things I forgot or insights are appreciated!
Hi! I've curated 18 SaaS onboarding examples. Might help you :) https://www.saasframe.io/categories/user-onboarding
Thanks! I already took a look at your site, nice work! The examples shown are most post-signup when you’re already into product onboarding right?
If you have a free trial, I think the user would create an account first and then enter payment details when they purchase (at the end of the trial).
You have 2 very different purchases - a one-off and a subscription. As a user, I wouldn't expect to create an account first for a one-off purchase. However, for a subscription, I would expect to create an account first.
One thing to consider - if a user creates an account but doesn't buy, you now have information to run an email campaign, etc. to convert them.
Thanks, this is very helpful. For the one-off you'd still need an account because that's where you create the surveys, see your responses, etc. I'm considering giving the Project Plan a free trial as well, but now that I think of it it might be interesting to only have a free trial for the subscription plan.
Your last point is a very valid one as well. That's actually another reason why I'd need customers on the project plan to have an account as well: I can potentially offer them a discount for the subscription plan at the end of the project plan.
Another thing to consider, the number of zombie accounts may end up being a negligible problem. In other words, going with account details first might have little downside risk and more upside reward.
Yes after doing some research its clear that account signup first is the way to go. Thanks!
Can you provide more details? Do you have a free trial? How do users try your app?
Is it a mobile app?
I’m still on the fence but think it’ll have a free trial. No free tier. All details on www.freddyfeedback.com.