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For Customer Experience Professionals

Mobile Onboarding Best Practices

How To Engage Your Mobile Users From The Start To Keep Them Coming Back

July 20, 2016

Primary author headshot


  • By Deanna Laufer
  • with John Dalton,
  • William Willsea,
  • Kara Hartig

Why Read This Report

On average, mobile apps lose three-quarters of their active users within the first three days of installation — and 90% within the first month of use. In response, many brands try to onboard new users with a tutorial that bogs them down and distracts from the main value of the app. In this report, we provide customer experience (CX) professionals with best practices for a contextual onboarding experience that will keep customers coming back again and again.

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Table of Contents

  • Downloads Do Not Equal Success
  • People Don't Read Manuals
  • A Contextual Experience Delivers Immediate Value
  • Recommendations

  • Treat Onboarding As A Critical Experience
  • Supplemental Material
  • Related Research Documents