Category: Improving Product Retention
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Have you spoken to five of your most and least engaged users?
A good interview lasts about 15 minutes. I schedule half an hour just in case but I don’t ask for more than 15 minutes. “Can you tell me about how you first started using (the product)?“ This is one of my favourite opening questions. It gets straight to the heart of why they use the…
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Have you mapped out the number of times each person performed your core action last month?
When I begin working with a product my primary focus is to understand how the core value proposition translates to specific actions in the product. I try and map out all the steps that lead to people becoming a habitual user. Once this initial phase of work is complete the next step is to figure…
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Do you know where the single biggest drop-off is in your current onboarding experience?
Onboarding is a murky term. Sometimes people mean your first session with a product. Other times it refers to those popups and guided welcome tours I have to endure. Other people think of onboarding as the initial two weeks with a product, usually the free trial territory of the experience. I like to define onboarding…
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Segment your data by user intent
Let’s say you have a food delivery app. One use case is ordering lunch at work, another common use case is young couples ordering dinner at home, a third one is ordering food for a dinner party. The time of day and the order size give you enough to bucket most people fall into one…
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Have you segmented your retention curve by the different types of users in your app?
If you’ve plotted a retention curve and you know how many people continue to use your product six months after they sign up then the next step is segmentation. Segmentation means looking at subsets of different types of users. Let’s say, on average 40% of people who signup continue to use your product six months…
Josh Pitzalis 