Improved Onboarding Experience and Reduced Customer Churn

Scandid

Scandid is a free barcode scanner based shopping app allowing its users with the deals on products from online and nearby local stores.

Industry

Ecommerce

Founded In

2013

Company Size

25

Solutions Used

Session Replays, Heatmaps, and Crash Analytics

Difficulties in User Onboarding and Retention

The Scandid team had difficulties with user onboarding and retention of its users after their first engagement
with the app:

Onboarding flow
The user onboarding experience was the biggest challenge for the Scandid team. The team was unable to decide on their onboarding strategy.

A low number of user signups
The app was successfully downloaded from the Playstore and installed in the mobile but the users were having difficulty with the signup process.

User retention
There was a lower number of users returning to the app after the first launch. And the team was unable to find out the reasons behind the broken experience.

Finding Clarity on UserExperior

The Scandid team used the session replay tool to drill down into the recordings of both single-user as well as aggregate users to understand the usability and design issues of the app. The design and product team were able to improve the VI and flow of onboarding based on the time spent on screens.

The crash and ANR analysis helped the team to identify the actions that led to the crash in the on-boarding process. They reproduced the crash accurately to pinpoint the exact user action or sequence of user actions that led to a crash. Finally, they were able to successfully fix the issue that led to the crash.

Fix the Broken Experiences

With session replays available for every user, the team was able to see that most of the users were returning from the walkthrough page as they were not aware of what to do next. The product team was able to fix these dead clicks and made the user navigation smooth.

The team was able to see that the OTP API was taking too much time. This led to user fatigue and hence
the number of signups was low. They fixed the OTP issue that led to a significant increase in the
signups.

Usability Improvements in UI and functionality
The team drilled down into the heatmap and crash analytics to identify the places which were detrimental to the user navigation. They got a sneak-peek into the rage taps performed by the user when he/she was frustrated with the signup process.

User Journey Improvements
The product and design teams were able to read the gesture distribution data which gave them crucial insights about the user behavior on the app. The users were not in the know on where to go after the signup and the product team was able to identify this issue. They fixed this broken experience and made the user navigation seamless across the app.

"UserExperior has really helped us to bring down our SLA's and increase our client app usage by reaching out to clients who were facing issues while using the app."

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Lorem ipsum dolor sit amet, consectetur adipiscing elit. Suspendisse varius enim in eros elementum tristique. Duis cursus, mi quis viverra ornare, eros dolor interdum nulla, ut commodo diam libero vitae erat. Aenean faucibus nibh et justo cursus id rutrum lorem imperdiet. Nunc ut sem vitae risus tristique posuere.

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Suspendisse varius enim in eros elementum tristique. Duis cursus, mi quis viverra ornare, eros dolor interdum nulla, ut commodo diam libero vitae erat. Aenean faucibus nibh et justo cursus id rutrum lorem imperdiet. Nunc ut sem vitae risus tristique posuere.

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Suspendisse varius enim in eros elementum tristique. Duis cursus, mi quis viverra ornare, eros dolor interdum nulla, ut commodo diam libero vitae erat. Aenean faucibus nibh et justo cursus id rutrum lorem imperdiet. Nunc ut sem vitae risus tristique posuere.

"Insights from UserExperior drove a 30% reduction in our app crashes. Our customer behavior data lives in UE for our android app so we can quickly identify and take action or any roadblocks across our UI/UX . It also helps our customer support team to debug issues in real-time. All this adds up to a very comprehensive analytics system that we can use daily. I am happy to see continued improvements and new features in UE."

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Lorem ipsum dolor sit amet, consectetur adipiscing elit. Suspendisse varius enim in eros elementum tristique. Duis cursus, mi quis viverra ornare, eros dolor interdum nulla, ut commodo diam libero vitae erat. Aenean faucibus nibh et justo cursus id rutrum lorem imperdiet. Nunc ut sem vitae risus tristique posuere.

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Ecommerce

Improved Onboarding Experience and Reduced Customer Churn

Learn how Scandid gained more clarity into user experience using UserExperior.

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