Improving User Onboarding: An App Interface & Flow Redesign
Client: A local “gig economy” app for finding dog walkers.
Challenges We Faced
The client had a high number of app installs but a low number of active users (high churn):
Confusing Onboarding
60% of users dropped off during the sign-up process.
Poor Interface & Interaction Design
Users struggled to filter walkers by location.
Complex Interface
The “Book a Walker” flow required 8 clicks and had confusing icons.
Low Retention
Users who did sign up rarely booked a second walk.
Retain More App Users
“Are users downloading your app but not using it? Our Mobile App UX Design services reduce friction and boost retention.”
Our Approach – How We Solved These Challenges
User Research & Persona Mapping
We conducted user interviews and found that trust and speed were the top priorities.
Wireframing & Prototyping
We redesigned the onboarding flow, reducing it from 5 screens to 2 screens (Social Login + Profile).
Mobile App UX Design
We simplified the booking flow to 3 clicks. We added a “Re-book” button on the home screen for repeat customers.
We used familiar, standard icons to improve intuitive navigation.
A/B Testing
We tested two different profile layouts for walkers. The layout emphasizing “Reviews” and “Photos” won by a landslide.
Results
| Metric | Before | After | Growth |
|---|---|---|---|
| Onboarding Completion Rate | 40% | 85% | +112.5% |
| Time to Book First Walk | 4.5 mins | 1.5 mins | -66% (Faster) |
| User Retention (Month 1) | 15% | 42% | +180% |
Free App UX Audit
“Not sure why your app is churning users? Request a Free App UX Audit from our mobile ui ux design company!”
Advice for Marketers & Brand Owners
- Friction kills apps. Every extra tap or screen in your onboarding flow loses you users. Simplify relentlessly.
- Use familiar patterns. Don’t reinvent the wheel. Use standard icons and gestures that users already know.
- Focus on retention. Features like “Re-book” or “Favorites” reduce friction for repeat users and boost Lifetime Value (LTV).
Extra Factors That Made It Work
- The streamlined onboarding was the biggest win for user acquisition.
- The “Re-book” button significantly improved retention for power users.
- Our Mobile UX Strategy Consulting helped pivot the app from “feature-heavy” to “speed-focused.”
