When to Know Your Onboarding Needs Fixing or an Update:

1. Is your onboarding just a checklist of actions?

• Are you only telling users what to do (e.g., “Complete KYC”) without explaining why?

• Are you providing guidance, education, and inspiration, not just instructions?

• Do users feel motivated and informed about your product’s benefits?

2. Are you providing educational content?

• Do new users have access to beginner-friendly guides or resources?

• Are you helping users understand your product’s benefits, not just its features?

• Do you know your customer's pain points and needs to address them accordingly?

3. Is your onboarding the same for everyone?

• Do all users get the same onboarding?

• Have you identified and created onboarding flows for different user segments (e.g., beginners vs. experienced users)?

• Are you delivering targeted and relevant messages to each segment?

4. Are you using data to improve onboarding?

• Do you track where users drop off during onboarding?

• Do you regularly analyse user behaviour to find and fix bottlenecks?

• Are you tracking only vanity metrics (like open rates) or also real user behaviour?

5. Do you review and optimise onboarding regularly?

• Is there a process to update onboarding based on reporting and analytics?

• Are you making data-driven decisions to streamline the onboarding process?