Reducing Drop-Off with
In-Flow Support
Reducing Drop-Off with
In-Flow Support
Reducing
Drop-Off with
In-Flow Support
Overview
Overview
At a critical point in the funnel, users had questions,
but getting help meant leaving the experience entirely.
And once they left, many didn’t come back.
Users were being asked to make an important decision (choosing a plan for their new business) without enough clarity or information to feel confident doing so.
At the time, ZenBusiness didn’t offer a meaningful way to compare options side-by-side. This led to hesitation, confusion, and ultimately, drop-off from the funnel.
So, I focused on making that decision easier.
Overview
Users were being asked to make an important decision (choosing a plan for their new business) without enough clarity or information to feel confident doing so.
At the time, ZenBusiness didn’t offer a meaningful way to compare options side-by-side. This led to hesitation, confusion, and ultimately, drop-off from the funnel.
So, I focused on making that decision easier.
Role
Role
product designer
(ux/ui)
product designer
(ux/ui)
product designer
(ux/ui)
Responsibilities
Responsibilities
research → strategy →
ux → ui → prototyping
→ testing → iteration
research → strategy →
ux → ui → prototyping
→ testing → iteration
research → strategy →
ux → ui → prototyping
→ testing → iteration
Team
Team
project manager,
developers, content,
stakeholders
project manager,
developers, content,
stakeholders
project manager,
developers, content,
stakeholders
Impact
Impact
24%
+ adoption rate
24%
+ adoption rate
24%
+ adoption rate
Problem
Support existed, but:
it wasn’t accessible in-context
users had to exit the funnel
progress was lost
This created friction at the exact moment users needed reassurance.
Problem
Support existed, but:
it wasn’t accessible in-context
users had to exit the funnel
progress was lost
This created friction at the exact moment users needed reassurance.
Problem
Support existed, but:
it wasn’t accessible in-context
users had to exit the funnel
progress was lost
This created friction at the exact moment users needed reassurance.
Approach
I introduced in-funnel access to live support, allowing users to:
ask questions without leaving
maintain their progress
feel supported in real time
The goal was simple: remove friction without adding noise.
Approach
I introduced in-funnel access to live support, allowing users to:
ask questions without leaving
maintain their progress
feel supported in real time
The goal was simple: remove friction without adding noise.
Approach
I introduced in-funnel access to live support, allowing users to:
ask questions without leaving
maintain their progress
feel supported in real time
The goal was simple: remove friction without adding noise.
Outcome
Outcome
The results from implementing a way for users to contact support within the funnel produced the following results:
Reduced funnel abandonment
Smoother user journey
Increased trust during decision-making
Improved overall completion rates
Outcome
The results from implementing a way for users to contact support within the funnel produced the following results:
Reduced funnel abandonment
Smoother user journey
Increased trust during decision-making
Improved overall completion rates