Poor onboarding and early churn

Poor onboarding is a major reason for early churn. When new customers don’t quickly understand how to use a product or see its value, they are more likely to leave. If the onboarding process is confusing or lacks support, customers may get frustrated and stop using the service. Snapchat's 2018 redesign confused users by drastically changing the app's navigation without proper onboarding, resulting in a significant user drop.

Good onboarding should guide users clearly, showing them the key features and benefits right away. If customers don’t see immediate value, they often abandon the product early in their experience.

LinkedIn's mobile app onboarding, though comprehensive, could benefit from a more gradual approach. While some profile information is essential for networking, not everything needs to be collected upfront. For example, letting users explore the platform after basic sign-up, then prompting for additional details like education history or profile photos later, could create a smoother entry experience while still collecting necessary information.