Onboarding flow
Onboarding flow
Revamped onboarding flow to boost trial conversions by 20% and sandbox activation by 3%
Revamped onboarding flow to boost trial conversions by 20% and sandbox activation by 3%
Revamped onboarding flow to boost trial conversions by 20% and sandbox activation by 3%
B2B SaaS
B2B SaaS
B2B SaaS
CRM
CRM
CRM
About Gallabox
About Gallabox
Gallabox is a no-code conversational CRM that helps businesses automate customer interactions on WhatsApp. Gallabox enables teams to manage conversations, run broadcast campaigns, generate leads and integrate with third party apps like Zoho, Shopify, Razorpay etc.
Gallabox is a no-code conversational CRM that helps businesses automate customer interactions on WhatsApp. Gallabox enables teams to manage conversations, run broadcast campaigns, generate leads and integrate with third party apps like Zoho, Shopify, Razorpay etc.
Features: Multi-agent team inbox, Broadcast, WhatsApp Chatbot, Analytics
Features: Multi-agent team inbox, Broadcast, WhatsApp Chatbot, Analytics
Team
Team
My Role: Product Designer
Deliverables: Final Visual Design
Team members: 1 Product Designer (myself), 1 PM/founder, 2 Frontend engineers
Collaboration: Product managers, developers
Duration: 2 weeks for phase 1
Tools Used: Figma, Amplitude
My Role: Product Designer
Deliverables: Final Visual Design
Team members: 1 Product Designer (myself), 1 PM/founder, 2 Frontend engineers
Collaboration: Product managers, developers
Duration: 2 weeks for phase 1
Tools Used: Figma, Amplitude
Business onboarding - Initial Flows
Business onboarding - Initial Flows
Analytics
Analytics
I looked at the onboarding data from Amplitude and we learnt that only ~37% of users sign up successfully.
I looked at the onboarding data from Amplitude and we learnt that only ~37% of users sign up successfully.
Problems during phase 1
Problems during phase 1
The sandbox activation step was unclear—users needed to check their WhatsApp messages and click a button to activate the sandbox, but many users were stuck in this stage of onboarding, causing drop-offs.
The sandbox activation step was unclear—users needed to check their WhatsApp messages and click a button to activate the sandbox, but many users were stuck in this stage of onboarding, causing drop-offs.
How might we
How might we
Guide users to successfully verify and activate their sandbox account with minimal drop-offs?
Guide users to successfully verify and activate their sandbox account with minimal drop-offs?
Design process
Design process
Design decisions - Product decisions for phase 1
Design decisions - Product decisions for phase 1
The decision was to make sandbox product-led. Our discussions focused on user personas and industries to highlight how Gallabox could be personalized for them.
The decision was to make sandbox product-led. Our discussions focused on user personas and industries to highlight how Gallabox could be personalized for them.
Shipping the flow and measuring impact
Shipping the flow and measuring impact
I coordinated with developers for the handoff process, ensuring smooth implementation of flow changes. After launch on December 24, 2024, sandbox conversion rates increased by ~3%. Alongside this, we revamped the landing page and adjusted pricing.
I coordinated with developers for the handoff process, ensuring smooth implementation of flow changes. After launch on December 24, 2024, sandbox conversion rates increased by ~3%. Alongside this, we revamped the landing page and adjusted pricing.
Phase 2 - on questioning “why” for the sandbox flow
Phase 2 - on questioning “why” for the sandbox flow
The next phase of this flow prioritized businesses to connect their business number to WhatsApp API instead of entering the sandbox, guiding users directly into the 7-day free trial.
The next phase of this flow prioritized businesses to connect their business number to WhatsApp API instead of entering the sandbox, guiding users directly into the 7-day free trial.
Problems faced in current sandbox -> free trial flow
Problems faced in current sandbox -> free trial flow
Previously, business users had to enter the sandbox before accessing the free trial, even if they had a business number. Many were unsure how to connect to the free trial and had to reach out to support for guidance. Users dropped off when prompted for billing details, despite the 7-day free trial. In this iteration, we’re deferring that step to a later stage.
Previously, business users had to enter the sandbox before accessing the free trial, even if they had a business number. Many were unsure how to connect to the free trial and had to reach out to support for guidance. Users dropped off when prompted for billing details, despite the 7-day free trial. In this iteration, we’re deferring that step to a later stage.
To drive product-led growth, we streamlined the onboarding flow by de-emphasizing the sandbox, allowing users to connect their number directly and start their free trial seamlessly.
To drive product-led growth, we streamlined the onboarding flow by de-emphasizing the sandbox, allowing users to connect their number directly and start their free trial seamlessly.
Goal
Goal
To increase the number of free trials
To increase the number of free trials
User flow
User flow
Design decisions and iterations
Design decisions and iterations
Final visual design - Business Onboarding Flow
Final visual design - Business Onboarding Flow
Measuring impact
Measuring impact
The average time to connect a number from sandbox -> free trial has decreased from 45 mins to ~15 mins
The average time to connect a number from sandbox -> free trial has decreased from 45 mins to ~15 mins
Key learnings
Key learnings
UX copies - In the old flows, I felt that the copies were rigid and less user friendly. I realized that the copies did not connect with the user much and after thoughtful consideration and exploration, I made them better.
UX copies - In the old flows, I felt that the copies were rigid and less user friendly. I realized that the copies did not connect with the user much and after thoughtful consideration and exploration, I made them better.
Measuring impact - To evaluate the effectiveness of the new flows, I tracked key metrics, dropoffs, conversion rates and engagement. By diving into data, I gained deeper insights about users and was able to drive decisions better.
Measuring impact - To evaluate the effectiveness of the new flows, I tracked key metrics, dropoffs, conversion rates and engagement. By diving into data, I gained deeper insights about users and was able to drive decisions better.
Next phases
Next phases
Introducing Omnichannels - Over the next few months, we would be introducing omnichannel - where we would be introducing Instagram automations for creators apart from WhatsApp.
Introducing Omnichannels - Over the next few months, we would be introducing omnichannel - where we would be introducing Instagram automations for creators apart from WhatsApp.
Removal of sandbox and introducing WhatsApp Business - Removal of sandbox is considered in the upcoming phase so that any business should connect their business number to explore Gallabox. Any business who has an account in WhatsApp Business app can explore Gallabox by connecting their number (which was not possible before due to Meta’s restrictions)
Removal of sandbox and introducing WhatsApp Business - Removal of sandbox is considered in the upcoming phase so that any business should connect their business number to explore Gallabox. Any business who has an account in WhatsApp Business app can explore Gallabox by connecting their number (which was not possible before due to Meta’s restrictions)
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