{"id":12672,"date":"2022-06-03T14:44:14","date_gmt":"2022-06-03T14:44:14","guid":{"rendered":"https:\/\/userpilot.com\/blog\/saas-user-onboarding-funnel\/"},"modified":"2026-04-01T11:55:34","modified_gmt":"2026-04-01T11:55:34","slug":"saas-user-onboarding-funnel","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/saas-user-onboarding-funnel\/","title":{"rendered":"SaaS User Onboarding Funnel 101: Map, Analyse, and Improve Your Conversion Rates"},"content":{"rendered":"<p><a href=\"https:\/\/userpilot.com\/solutions\/user-onboarding-software\" target=\"_blank\" rel=\"noopener noreferrer\">Giving users a great first impression<\/a> is critically important, so defining an effective SaaS onboarding funnel has got to be a priority for any product manager.<\/p>\n<p>In this article, we&#8217;re going to dig deep into the world of customer onboarding.<\/p>\n<p>We&#8217;ll explore what it is, why it matters, and how to craft a <a href=\"https:\/\/userpilot.com\/blog\/customer-onboarding-process\/\">customer onboarding process<\/a> that engages and delights your users every step of the way.<\/p>\n<p>We&#8217;ll also make sure to look at the best tools for the job.<\/p>\n<p>Let&#8217;s get started!<\/p>\n<h2>Summary of a SaaS user onboarding funnel<\/h2>\n<ul>\n<li><a href=\"https:\/\/userpilot.com\/blog\/saas-onboarding-process-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">SaaS onboarding <\/a>funnels are a repeatable process or series of steps that takes people from entirely new customers to experienced users getting consistent value from your SaaS company.<\/li>\n<li>It&#8217;s important to map and improve your conversion rate because it&#8217;s the primary metric that tells you how successful your<a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-checklist-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\"> onboarding process<\/a> is.<\/li>\n<li>Start with mapping the customer journey. This will help you understand the end-to-end onboarding process, identify areas of <a href=\"https:\/\/userpilot.com\/blog\/friction-log\/\" target=\"_blank\" rel=\"noopener noreferrer\">friction<\/a>, work out how to engineer<a href=\"https:\/\/userpilot.com\/blog\/the-aha-moment-for-product-onboarding-activation\/\" target=\"_blank\" rel=\"noopener noreferrer\"> Aha moments<\/a>, and help <a href=\"https:\/\/userpilot.com\/blog\/best-onboarding-software-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">drive activation<\/a> for new customers.<\/li>\n<li>Next, you&#8217;ll want to analyze how your onboarding funnel is working. That means defining clear goals and<a href=\"https:\/\/userpilot.com\/blog\/saas-onboarding-kpis\/\" target=\"_blank\" rel=\"noopener noreferrer\"> measuring progress <\/a>against them (making sure to consider both hard numbers and customer sentiment).<\/li>\n<li>Once you&#8217;ve built an understanding of the &#8216;as-is&#8217;, you can take steps to improve your onboarding process and customer retention. Start by targeting areas of the flow with the most friction: can they be completely removed (or at least simplified)?<\/li>\n<li>You can also use <a href=\"https:\/\/userpilot.com\/blog\/in-app-guidance-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app guidance<\/a> to help convert users. Make sure you also give users the chance to solve their own problems: offering self-service support is a must in any onboarding process.<\/li>\n<li>Finally, you want to pick the right tools for the job. A whiteboarding tool like Miro is great for mapping and understanding your customer journey.<\/li>\n<\/ul>\n<h2 id=\"buaev\">What is a SaaS onboarding funnel?<\/h2>\n<p>A SaaS onboarding funnel is a term used to describe a repeatable process that takes people all the way from:<\/p>\n<ul>\n<li>Being complete strangers to your product<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/saas-signup-flow\/\" target=\"_blank\" rel=\"noopener noreferrer\">Signing up<\/a> for a trial<\/li>\n<li>Using your product as an engaged, paying customer<\/li>\n<\/ul>\n<p>The goal of any funnel is to make sure that process is as smooth and effective as possible.<\/p>\n<h2 id=\"edvm\">Why is it important to map and improve your conversion rate across the onboarding process?<\/h2>\n<p><a href=\"https:\/\/userpilot.com\/blog\/product-led-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">Effective onboarding<\/a> is all about turning potential customers into paying customers. That ratio &#8211; your conversion rate &#8211; is a critically important metric to understand.<\/p>\n<p>Why? As management expert Peter Drucker famously said <em>&#8220;What gets measured, gets managed.&#8221;<\/em><\/p>\n<p>Unless you have a handle on how your onboarding is working at the moment, how can you build an effective strategy to improve things?<\/p>\n<p><a href=\"https:\/\/userpilot.com\/blog\/saas-onboarding-kpis\/\" target=\"_blank\" rel=\"noopener noreferrer\">Onboarding KPIs<\/a> help you to focus your efforts on problem areas, take targeted actions, and ultimately improve retention.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/saas-onoarding-funnel-kpis_f16a1f659f545fcbb057eee4c800b8c8_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/saas-onoarding-funnel-kpis_f16a1f659f545fcbb057eee4c800b8c8_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/saas-onoarding-funnel-kpis_f16a1f659f545fcbb057eee4c800b8c8_800.png\" alt=\"Visual of onboarding KPIs\" \/><\/picture><figcaption>A range of metrics will help you build an overall view of performance.<\/figcaption><\/figure>\n<h2 id=\"92d9s\">How to map your user onboarding funnel<\/h2>\n<p><a href=\"https:\/\/userpilot.com\/blog\/what-is-a-product-journey-map\/\" target=\"_blank\" rel=\"noopener noreferrer\">Product journey maps<\/a> can take many different forms depending on what you&#8217;re trying to achieve, but in essence, they are <strong>a visual representation of a user journey. <\/strong>Typically they&#8217;ll contain:<\/p>\n<ul>\n<li>A view of who your users are and what they&#8217;re trying to achieve<\/li>\n<li>Key touchpoints with your product<\/li>\n<li>Background activities and technical integrations<\/li>\n<li>Pain points and challenges<\/li>\n<\/ul>\n<p>All of these form part of a clear visual that helps you understand the end-to-end <a href=\"https:\/\/userpilot.com\/solutions\/user-onboarding-software\/\">user onboarding<\/a> journey.<\/p>\n<h3 id=\"clmbk\">Define important touchpoints in the customer onboarding journey<\/h3>\n<p>Onboarding is a broad term. There are different stages to consider, each with a distinct set of goals:<\/p>\n<ol type=\"1\">\n<li><strong>Primary onboarding. <\/strong>Getting users to the <a href=\"https:\/\/userpilot.com\/blog\/improve-user-activation\/\" target=\"_blank\" rel=\"noopener noreferrer\">activation<\/a> point (primarily targeting new customers).<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/secondary-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">Secondary onboarding.<\/a> <\/strong>Delivering value to existing users by helping them <a href=\"https:\/\/userpilot.com\/blog\/improve-feature-discovery-product-adoption\/\" target=\"_blank\" rel=\"noopener noreferrer\">discover additional features <\/a>and make the most of your product.<\/li>\n<li><strong>Tertiary onboarding. <\/strong>Increasing user loyalty, turning them into advocates and driving <a href=\"https:\/\/userpilot.com\/blog\/account-expansion-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">expansion<\/a>.<\/li>\n<\/ol>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/User-Journey-Stages-saas-onboarding-funnel_ff74fcae56b7c08b794e7d928a33b9c3_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/User-Journey-Stages-saas-onboarding-funnel_ff74fcae56b7c08b794e7d928a33b9c3_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/User-Journey-Stages-saas-onboarding-funnel_ff74fcae56b7c08b794e7d928a33b9c3_800.png\" alt=\"Visual of user journey stages\" \/><\/picture><figcaption>Onboarding is a dynamic, evolving process.<\/figcaption><\/figure>\n<p>An effective way to target these phases is by creating individual customer journey maps (rather than combining them all into one).<\/p>\n<p>That should give you the level of insight and clarity you need to ensure each onboarding phase is engineered to meet your product goals effectively.<\/p>\n<h3 id=\"43m7f\">Understanding the Aha moment for your users<\/h3>\n<h4 id=\"dston\"><strong>What is the Aha moment? <\/strong><\/h4>\n<p>When a user starts understanding the potential value of your product, they&#8217;ll typically have a moment of realization where they &#8216;get it&#8217;. That&#8217;s the <a href=\"https:\/\/userpilot.com\/blog\/the-aha-moment-for-product-onboarding-activation\/\" target=\"_blank\" rel=\"noopener noreferrer\">Aha moment<\/a>. All effective onboarding experiences should aim to deliver them.<\/p>\n<h4 id=\"8tdn\"><strong>How can journey mapping help identify Aha moments? <\/strong><\/h4>\n<p>By setting out the end-to-end journey you&#8217;ll better understand a user&#8217;s primary needs and pain points. That means you&#8217;ll swiftly be able to identify opportunities in your onboarding experience that start delivering value.<\/p>\n<p><strong>Example #1. <\/strong>Mailchimp delivers their Aha moment directly on their landing page with clever copy.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/mailchimp-aha-moment-saas-onboarding-funnel_b46c79e5e79e1604822ed0286f33d65c_800.png 1x, https:\/\/images.storychief.com\/account_6827\/mailchimp-aha-moment-saas-onboarding-funnel_b46c79e5e79e1604822ed0286f33d65c_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/mailchimp-aha-moment-saas-onboarding-funnel_b46c79e5e79e1604822ed0286f33d65c_800.png 1x, https:\/\/images.storychief.com\/account_6827\/mailchimp-aha-moment-saas-onboarding-funnel_b46c79e5e79e1604822ed0286f33d65c_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/mailchimp-aha-moment-saas-onboarding-funnel_b46c79e5e79e1604822ed0286f33d65c_800.png\" alt=\"Screenshot of Mailchimp welcome page\" \/><\/picture><figcaption>A landing page is your \u2018gateway\u2019 to a product: use it to demonstrate value.<\/figcaption><\/figure>\n<p><strong>Example #2. <\/strong>Notion waits until users are in the product itself for the first time, using an <a href=\"https:\/\/userpilot.com\/blog\/empty-state-time-to-value\/\" target=\"_blank\" rel=\"noopener noreferrer\">empty state<\/a> checklist to drive instant value.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/notion-empty-state-saas-onboarding-funnel_d57920b8eec6dcf71d992ad7d3538e99_800.webp 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/notion-empty-state-saas-onboarding-funnel_d57920b8eec6dcf71d992ad7d3538e99_800.webp 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/notion-empty-state-saas-onboarding-funnel_d57920b8eec6dcf71d992ad7d3538e99_800.webp\" alt=\"Screenshot of Notion empty state checklist\" \/><\/picture><figcaption>People learn through doing.<\/figcaption><\/figure>\n<p>As the <a href=\"https:\/\/userpilot.com\/blog\/4-aha-moment-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">examples<\/a> above demonstrate, it&#8217;s not about delivering one <a href=\"https:\/\/userpilot.com\/blog\/aha-moment-marketing-tool\/\" target=\"_blank\" rel=\"noopener noreferrer\">Aha moment<\/a>. It&#8217;s about helping users continuously realize value from your product throughout their onboarding.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/aha-moments-saas-onboarding-funnel_5b4f47ece35f4c19cb36a7baf009ea51_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/aha-moments-saas-onboarding-funnel_5b4f47ece35f4c19cb36a7baf009ea51_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/aha-moments-saas-onboarding-funnel_5b4f47ece35f4c19cb36a7baf009ea51_800.png\" alt=\"Visual of user journey and Aha! moments\" \/><\/picture><figcaption>Aim for consistent value release.<\/figcaption><\/figure>\n<h3 id=\"f53h\">Understanding the Activation point in the customer journey<\/h3>\n<h4 id=\"esip3\"><strong>What is the activation point? <\/strong><\/h4>\n<p>The Aha moment is where a user first starts to realize the value you and your product offer them. <a href=\"https:\/\/userpilot.com\/blog\/improve-user-activation\/\" target=\"_blank\" rel=\"noopener noreferrer\">Activation<\/a> is the process of experiencing that value firsthand: they want to see your SaaS product deliver tangible outcomes.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/Essential-User-Journey-Template_-activation-saas-onboarding-funnel_ad2be109c5a43b8c15d46e61b6787628_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/Essential-User-Journey-Template_-activation-saas-onboarding-funnel_ad2be109c5a43b8c15d46e61b6787628_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/Essential-User-Journey-Template_-activation-saas-onboarding-funnel_ad2be109c5a43b8c15d46e61b6787628_800.png\" alt=\"Screenshot of user journey flow\" \/><\/picture><figcaption>Activation typically follows an initial Aha moment.<\/figcaption><\/figure>\n<h4 id=\"3i6g1\"><strong>How can journey mapping help define activation points? <\/strong><\/h4>\n<p>By focusing on the core features and capabilities of your product, you&#8217;ll be able to figure out whether they&#8217;re addressing the user&#8217;s pain points. It also helps you plan your <a href=\"https:\/\/userpilot.com\/blog\/improve-user-activation\/\" target=\"_blank\" rel=\"noopener noreferrer\">activation strategy<\/a> and sequencing.<\/p>\n<p><strong>Example. <\/strong>We know that as part of the onboarding flow, you have to deliver an Aha moment (at multiple points in the process) <em>and <\/em>help users reach an <a href=\"https:\/\/userpilot.com\/blog\/activation-metrics-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">activation point<\/a>.<\/p>\n<p>Let&#8217;s explore an example from <a href=\"https:\/\/userpilot.com\/\">Userpilot<\/a>.<\/p>\n<p>Their onboarding sequence considers both of these elements. Users typically experience an Aha moment when previewing a product experience via the Chrome extension. But, they don&#8217;t reach the activation point until they&#8217;ve installed JavaScript and deployed an experience for real.<\/p>\n<p>Understanding the different levels of friction helps inform the onboarding funnel: focus on delivering an Aha moment as soon as possible to entice users. Don&#8217;t leap too quickly into activation (that could put users off if launched too soon).<\/p>\n<h2 id=\"fvbtu\">How to analyze your onboarding funnel<\/h2>\n<p>So we&#8217;ve covered how <a href=\"https:\/\/userpilot.com\/blog\/journey-mapping\/\">journey mapping<\/a> helps savvy SaaS owners create onboarding funnels.<\/p>\n<p>But once you&#8217;ve got your funnel set up, how do you know it&#8217;s effective?<\/p>\n<h3 id=\"12f0b\">Define goals for main touchpoints in your onboarding funnel<\/h3>\n<blockquote><p>&#8220;Without a goal, you can&#8217;t score.&#8221;<\/p><\/blockquote>\n<p>The first step is to define specific, measurable, realistic goals. Think about how key touchpoints in the journey translate into objectives that can be tracked: whether that&#8217;s clicking a button, visiting a page, or interacting with a specific feature.<\/p>\n<p>You could focus on one specific action (as per the example below), or a sequence.<\/p>\n<p>From a technical standpoint, you can track performance using custom events or different in-app engagements. This step is important because it helps define your overall strategy.<\/p>\n<h3 id=\"3prej\">Use a tool to track goal completion across the onboarding process<\/h3>\n<p>Once you&#8217;ve defined your goals, the next step is to pick a tool. There are lots available (including the ubiquitous Google Analytics), but the most important factor here is actually <em>using <\/em>one.<\/p>\n<p>Many product managers rely on maintaining spreadsheets, which offer very limited insight into what&#8217;s really going on. Most tools offer useful visual representations of data, as well as progress against specific goals.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/mixpanel-saas-onboarding-funnel-analysys_4d3246d1daf32db62490f5b6ed567d0b_800.webp 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/mixpanel-saas-onboarding-funnel-analysys_4d3246d1daf32db62490f5b6ed567d0b_800.webp 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/mixpanel-saas-onboarding-funnel-analysys_4d3246d1daf32db62490f5b6ed567d0b_800.webp\" alt=\"Screenshot of onboarding KPI\" \/><\/picture><figcaption>Use metrics to help inform your priorities.<\/figcaption><\/figure>\n<h3 id=\"8bo8e\">Collect feedback insights from your users when they reach different milestones in the journey<\/h3>\n<p>Tracking quantitative data is an excellent step in the right direction.<\/p>\n<p>But it&#8217;s only one side of the story: while it might tell you <strong>what <\/strong>is happening, it doesn&#8217;t tell you <strong>why. <\/strong><\/p>\n<p>That&#8217;s where <a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">qualitative research<\/a> comes in. You can use a <a href=\"https:\/\/userpilot.com\/blog\/build-in-app-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">range of surveys<\/a> to build an understanding of user behavior and generate ideas for how to improve things.<\/p>\n<p><strong>CSAT survey. <\/strong>Gauge user sentiment and understand a holistic view of user satisfaction.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/miro-customer-experience-survey-saas-onboarding-funnel_d8c81232006bde5c51fcdcf65994fe93_800.png 1x, https:\/\/images.storychief.com\/account_6827\/miro-customer-experience-survey-saas-onboarding-funnel_d8c81232006bde5c51fcdcf65994fe93_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/miro-customer-experience-survey-saas-onboarding-funnel_d8c81232006bde5c51fcdcf65994fe93_800.png 1x, https:\/\/images.storychief.com\/account_6827\/miro-customer-experience-survey-saas-onboarding-funnel_d8c81232006bde5c51fcdcf65994fe93_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/miro-customer-experience-survey-saas-onboarding-funnel_d8c81232006bde5c51fcdcf65994fe93_800.png\" alt=\"Screenshot of Miro CSAT survey\" \/><\/picture><figcaption>How do your users feel?<\/figcaption><\/figure>\n<p><strong>CES survey. <\/strong>Build insight into perceived effort at specific onboarding phases.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/Customer-Effort-Score-saas-onboarding-funnel_4289e1f176b5af1b0a7e3aa0e4517a5e_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/Customer-Effort-Score-saas-onboarding-funnel_4289e1f176b5af1b0a7e3aa0e4517a5e_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/Customer-Effort-Score-saas-onboarding-funnel_4289e1f176b5af1b0a7e3aa0e4517a5e_800.png\" alt=\"Screenshot of CES survey\" \/><\/picture><figcaption>Understand where users are struggling.<\/figcaption><\/figure>\n<p><strong>NPS survey. <\/strong>Use open-ended questions to understand customer loyalty (using both quantitative scores and qualitative insights to build a rounded view).<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/nps-userpilot-saas-onboarding-funnel_3eaf3e1227cf5e0ec3312484729ac3c4_800.png 1x, https:\/\/images.storychief.com\/account_6827\/nps-userpilot-saas-onboarding-funnel_3eaf3e1227cf5e0ec3312484729ac3c4_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/nps-userpilot-saas-onboarding-funnel_3eaf3e1227cf5e0ec3312484729ac3c4_800.png 1x, https:\/\/images.storychief.com\/account_6827\/nps-userpilot-saas-onboarding-funnel_3eaf3e1227cf5e0ec3312484729ac3c4_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/nps-userpilot-saas-onboarding-funnel_3eaf3e1227cf5e0ec3312484729ac3c4_800.png\" alt=\"NPS survey screenshot\" \/><\/picture><figcaption>Understand \u2018what\u2019 and \u2018why\u2019 with NPS surveys.<\/figcaption><\/figure>\n<h2 id=\"ci2bm\">How to improve the customer onboarding process and increase conversions<\/h2>\n<p>Now, you know exactly how to dive into the data and see how your funnels are performing. It&#8217;s time for action.<\/p>\n<p>Here&#8217;s how to optimize your onboarding funnels and drive up your conversion rate.<\/p>\n<h3 id=\"2ck25\">Identify friction points and drop off points in your onboarding funnel<\/h3>\n<p>Once you&#8217;ve got analytics in place, it should be a relatively simple exercise to identify key friction areas and points in the journey users drop off.<\/p>\n<p>In the example below, you&#8217;re able to view engagement by specific user segments.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/feature-tag-userpilot-saas-onboarding-funnel_9585ba4b20165a9dbaa62a4d2c1265bf_800.png 1x, https:\/\/images.storychief.com\/account_6827\/feature-tag-userpilot-saas-onboarding-funnel_9585ba4b20165a9dbaa62a4d2c1265bf_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/feature-tag-userpilot-saas-onboarding-funnel_9585ba4b20165a9dbaa62a4d2c1265bf_800.png 1x, https:\/\/images.storychief.com\/account_6827\/feature-tag-userpilot-saas-onboarding-funnel_9585ba4b20165a9dbaa62a4d2c1265bf_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/feature-tag-userpilot-saas-onboarding-funnel_9585ba4b20165a9dbaa62a4d2c1265bf_800.png\" alt=\"Screenshot of Userpilot features\" \/><\/picture><figcaption>Ask yourself: which features deliver the most value?<\/figcaption><\/figure>\n<p>To prioritize which you tackle first, you need to consider two key factors: which will bring the most value to your users, and which has the best chance of improving your MRR?<\/p>\n<p>Perhaps account creation is where lots of users abandon the journey. Or it could be the struggle to use a particular feature. There could be an underlying retention problem.<\/p>\n<p>Whatever it is, focusing on eliminating friction will help.<\/p>\n<h3 id=\"ackto\">Remove unnecessary steps from your SaaS onboarding funnels<\/h3>\n<p>In onboarding, brevity is key. Once you&#8217;ve identified areas of friction, you should look to remove any steps that aren&#8217;t essential. That starts with mapping out each step in your <a href=\"https:\/\/userpilot.com\/blog\/onboarding-user-flow-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding flow <\/a>and deciding whether a step is a <strong>must-have.<\/strong><\/p>\n<p>Do you <em>really <\/em>need to know a company&#8217;s size upfront? In the signup example below, Miro offers the fastest possible route: an SSO option.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/miro-signup-saas-onboarding-funnel_c6556e6c3a1d81a4757ed60df924e843_800.png 1x, https:\/\/images.storychief.com\/account_6827\/miro-signup-saas-onboarding-funnel_c6556e6c3a1d81a4757ed60df924e843_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/miro-signup-saas-onboarding-funnel_c6556e6c3a1d81a4757ed60df924e843_800.png 1x, https:\/\/images.storychief.com\/account_6827\/miro-signup-saas-onboarding-funnel_c6556e6c3a1d81a4757ed60df924e843_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/miro-signup-saas-onboarding-funnel_c6556e6c3a1d81a4757ed60df924e843_800.png\" alt=\"Screenshot of Miro SSO\" \/><\/picture><figcaption>An SSO option reduces signup friction.<\/figcaption><\/figure>\n<p>Start with the simplest feasible option. You want most users to go down the <a href=\"https:\/\/userpilot.com\/blog\/happy-path-ux\/\" target=\"_blank\" rel=\"noopener noreferrer\">&#8216;happy path&#8217;<\/a>, with targeted support available to those who need it.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/Happy-Path-saas-onboarding-funnel_cde9765342a5382b4bbe4e35a7f21422_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/Happy-Path-saas-onboarding-funnel_cde9765342a5382b4bbe4e35a7f21422_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/Happy-Path-saas-onboarding-funnel_cde9765342a5382b4bbe4e35a7f21422_800.png\" alt=\"Visual of Happy Path UX\" \/><\/picture><figcaption>Funnel most users down the \u2018happy path\u2019.<\/figcaption><\/figure>\n<h3 id=\"e3143\">Use in-app guidance to drive new users to convert without the need of a sales team<\/h3>\n<p>There are a plethora of options at your disposal when it comes to in-app guidance: modals, checklists, <a href=\"https:\/\/userpilot.com\/blog\/onboarding-tooltips-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">tooltips<\/a>, and more.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/saas-Onboarding-Process_8133c99901359901b5beb61de72bfa25_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/saas-Onboarding-Process_8133c99901359901b5beb61de72bfa25_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/saas-Onboarding-Process_8133c99901359901b5beb61de72bfa25_800.png\" alt=\"Screenshot of customer onboarding process options\" \/><\/picture><figcaption>Use all the tools at your disposal to craft an engaging onboarding experience.<\/figcaption><\/figure>\n<p>No one method is the &#8216;best&#8217; &#8211; the whole point is choosing the right message, in the right format, at the right time.<\/p>\n<p>Segmentation is massively helpful in that arena, helping you to make informed decisions about what specific user groups need.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/saas-onboarding-funnel-message-trigger-userpilot_7a846b9b78ece30e208c36c891fea85a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/saas-onboarding-funnel-message-trigger-userpilot_7a846b9b78ece30e208c36c891fea85a_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/saas-onboarding-funnel-message-trigger-userpilot_7a846b9b78ece30e208c36c891fea85a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/saas-onboarding-funnel-message-trigger-userpilot_7a846b9b78ece30e208c36c891fea85a_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/saas-onboarding-funnel-message-trigger-userpilot_7a846b9b78ece30e208c36c891fea85a_800.png\" alt=\"Screenshot of Userpilot\" \/><\/picture><figcaption>Set up and trigger sophisticated sequences for specific user segments.<\/figcaption><\/figure>\n<p>Before randomly choosing an <a href=\"https:\/\/userpilot.com\/blog\/onboarding-ui-design\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding UI pattern<\/a>, think carefully about the result you&#8217;re aiming at. What would you like the user to do? There are many different conversion points in an onboarding flow to target:<\/p>\n<ul>\n<li>Getting users to activation<\/li>\n<li>Converting a user from free \/ trial to paid<\/li>\n<li>Driving feature discovery<\/li>\n<\/ul>\n<p>The upgrade modal from Slack is a great way of drawing attention to the end of a trial.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/slack-end-of_trial-popup-saas-onboarding-funnel_ef3b37342aca0daca525c4a90de66662_800.png 1x, https:\/\/images.storychief.com\/account_6827\/slack-end-of_trial-popup-saas-onboarding-funnel_ef3b37342aca0daca525c4a90de66662_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/slack-end-of_trial-popup-saas-onboarding-funnel_ef3b37342aca0daca525c4a90de66662_800.png 1x, https:\/\/images.storychief.com\/account_6827\/slack-end-of_trial-popup-saas-onboarding-funnel_ef3b37342aca0daca525c4a90de66662_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/slack-end-of_trial-popup-saas-onboarding-funnel_ef3b37342aca0daca525c4a90de66662_800.png\" alt=\"Screenshot of Slack modal\" \/><\/picture><figcaption>A timely message can help users make a fast decision.<\/figcaption><\/figure>\n<p>Asana has opted for a full-page pop-up to encourage a free trial for a premium feature.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/asana-saas-onboarding-funnel_d979ac806124457130d7ba1541059abe_800.png 1x, https:\/\/images.storychief.com\/account_6827\/asana-saas-onboarding-funnel_d979ac806124457130d7ba1541059abe_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/asana-saas-onboarding-funnel_d979ac806124457130d7ba1541059abe_800.png 1x, https:\/\/images.storychief.com\/account_6827\/asana-saas-onboarding-funnel_d979ac806124457130d7ba1541059abe_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/asana-saas-onboarding-funnel_d979ac806124457130d7ba1541059abe_800.png\" alt=\"Screenshot of Asana modal\" \/><\/picture><figcaption>Tempt your users with a free trial.<\/figcaption><\/figure>\n<p>Or\u00a0build a short microsurvey to collect insight and prompt action.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/userpilot-trial-ending-saas-onboarding-funnel_9528ea9fe2289dc27720ed10bd16ba5b_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/userpilot-trial-ending-saas-onboarding-funnel_9528ea9fe2289dc27720ed10bd16ba5b_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/userpilot-trial-ending-saas-onboarding-funnel_9528ea9fe2289dc27720ed10bd16ba5b_800.png\" alt=\"Screenshot of Userpilot tooltip\" \/><\/picture><figcaption>Sometimes, you just need to pose the right question at the right time.<\/figcaption><\/figure>\n<h3 id=\"aro2m\">Set up self-service support for on-demand help and guidance<\/h3>\n<p>Users will always need a level of help and support. It&#8217;s your job to make sure they get the help they need when they need it &#8211; without overwhelming your support team.<\/p>\n<p>With that in mind, you should be aiming to encourage <a href=\"https:\/\/userpilot.com\/blog\/self-service-software-model\/\" target=\"_blank\" rel=\"noopener noreferrer\">self-service<\/a> wherever possible.<\/p>\n<p>You can use an in-app resource center to quickly create a valuable hub of resources: in-app guides, tutorials, <a href=\"https:\/\/userpilot.com\/blog\/video-onboarding-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">videos<\/a>, webinars, and more.<\/p>\n<p>Make sure to include any onboarding product tours so your users can revisit them at any stage (remember onboarding is a continuous process).<\/p>\n<p>Airtable actually includes a tour of the Resource Center as part of their onboarding, showing users where to find it and how to make use of it.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/airtable-onboarding-funnel-resource-center-tooltip_530d64fab8031cbe8840dd70f349c583_800.png 1x, https:\/\/images.storychief.com\/account_6827\/airtable-onboarding-funnel-resource-center-tooltip_530d64fab8031cbe8840dd70f349c583_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/airtable-onboarding-funnel-resource-center-tooltip_530d64fab8031cbe8840dd70f349c583_800.png 1x, https:\/\/images.storychief.com\/account_6827\/airtable-onboarding-funnel-resource-center-tooltip_530d64fab8031cbe8840dd70f349c583_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/airtable-onboarding-funnel-resource-center-tooltip_530d64fab8031cbe8840dd70f349c583_800.png\" alt=\"Screenshot of Resource Center\" \/><\/picture><figcaption>Help users help themselves.<\/figcaption><\/figure>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><\/figure>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><\/figure>\n<h2 id=\"ak5f4\">Conclusion<\/h2>\n<p>Want to craft onboarding funnels that delight, engage, and encourage users to sign up?<\/p>\n<p>In the article, we&#8217;ve covered why you need to:<\/p>\n<ul>\n<li><strong>Map the process. <\/strong>Use customer journey mapping to identify friction points and understand where to focus your efforts.<\/li>\n<li><strong>Analyze performance. <\/strong>Deploy analytics tools to measure how your onboarding funnels are performing against specific goals.<\/li>\n<li><strong>Make strategic enhancements. <\/strong>Utilize that insight to make targeted improvements where it will make the most impact.<\/li>\n<\/ul>\n<p>Follow that simple framework, and before you know it your conversion rate will be through the roof.<\/p>\n<p>Want to build product experiences code-free? <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Book a demo<\/a> call with our team and get started! Click the link in the banner below for more information.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Giving users a great first impression is critically important, so defining an effective SaaS onboarding funnel has got to be a priority for any product manager. In this article, we&#8217;re going to dig deep into the world of customer onboarding and make sure to look at the best tools for the job.<\/p>\n","protected":false},"author":51,"featured_media":12674,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[20,214,289,488,48],"tags":[96,104,306,927,926,550,215,311,461,340,50],"class_list":["post-12672","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-product","category-product-management","category-saas","category-user-engagement","category-user-onboarding-category","tag-app-onboarding","tag-best-user-onboarding-tools","tag-customer-onboarding","tag-improve-conversion-rate","tag-onboarding-funnel","tag-onboarding-tools","tag-product-manager","tag-saas-onboarding","tag-saas-onboarding-experiences","tag-saas-onboarding-tools","tag-user-onboarding"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>SaaS User Onboarding Funnel 101: Map, Analyse, and Improve<\/title>\n<meta name=\"description\" content=\"The SaaS onboarding funnel should be priority for any SaaS owner. Here&#039;s all you need to know on mapping, tracking and improving conversion rates.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/userpilot.com\/blog\/saas-user-onboarding-funnel\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SaaS User Onboarding Funnel 101: Map, Analyse, and Improve\" \/>\n<meta property=\"og:description\" content=\"The SaaS onboarding funnel should be priority for any SaaS owner. 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