How I Increased Pensight
User Activation 3x Times
How I Increased Pensight
User Activation 3x Times
This case study shows how I redesigned Pensight's onboarding to solve a critical activation problem. Users were signing up but struggling to complete profile setup.
Through guided onboarding with real-time preview, I increased activation from 20% to 60% while reducing churn by 12.5%.
This case study shows how I redesigned Pensight's onboarding to solve a critical activation problem. Users were signing up but struggling to complete profile setup.
Through guided onboarding with real-time preview, I increased activation from 20% to 60% while reducing churn by 12.5%.
Product & Company context
Product & Company context
Pensight is a creator platform that helps experts sell their knowledge through digital products, coaching sessions, courses, and memberships.
For creators to succeed, they need to set up their profile and create their first offering, that's what we call "activation."
Pensight is a creator platform that helps experts sell their knowledge through digital products, coaching sessions, courses, and memberships.
For creators to succeed, they need to set up their profile and create their first offering, that's what we call "activation."
I redefined Pensight's onboarding and 3x user activation from ~20% to 60%.
I redefined Pensight's onboarding and 3x user activation from ~20% to 60%.
The Problem I Found
The Problem I Found
As we added features to Pensight, our simple 3-step signup stayed the same. Users were completing registration but struggling to activate their profiles.
As we added features to Pensight, our simple 3-step signup stayed the same. Users were completing registration but struggling to activate their profiles.
URL → Account → Profile
What my research revealed:
Users signed up in 2 minutes
They found paths to activation, but it took too long
80% were getting lost in the feature maze
They wanted guidance, not more options
Users signed up in 2 minutes
They found paths to activation, but it took too long
80% were getting lost in the feature maze
They wanted guidance, not more options
I realized we were optimizing for signup, not success.
I realized we were optimizing for signup, not success.
Old dashboard with onboarding checklist
Why Activation Was So Time Consuming
Why Activation Was So Time Consuming
My research showed users were taking multiple different paths to set up their profiles. Some succeeded, but most got overwhelmed along the way.
My research showed users were taking multiple different paths to set up their profiles. Some succeeded, but most got overwhelmed along the way.
They were creating workarounds and finding their own ways, which told me the demand was there - we just needed better guidance.
They were creating workarounds and finding their own ways, which told me the demand was there - we just needed better guidance.
User flow research showing multiple paths users were taking
User flow research showing multiple paths users were taking
The real pain points from research:
Time investment: "I don't have time to figure this out"
Money concerns: "What if I set this up wrong?"
No clear goal: "I know I want to sell, but how?"
Feature overwhelm: Too many options without guidance
Time investment: "I don't have time to figure this out"
Money concerns: "What if I set this up wrong?"
No clear goal: "I know I want to sell, but how?"
Feature overwhelm: Too many options without guidance
The Solution: Guided Setup with Live Preview
Since users were finding their own paths but getting lost, I created a structured flow that guides them step-by-step.
The key innovation was adding real-time visual feedback, as users configure settings on the left, they see their profile building live on the right.
Since users were finding their own paths but getting lost, I created a structured flow that guides them step-by-step.
The key innovation was adding real-time visual feedback, as users configure settings on the left, they see their profile building live on the right.
This approach was directly inspired by our product creation wizard. By matching the same pattern, I ensured consistency across the platform, making the learning curve much easier for users who would later create products.
This approach was directly inspired by our product creation wizard. By matching the same pattern, I ensured consistency across the platform, making the learning curve much easier for users who would later create products.
Why this approach:
Reduces time investment: Important steps instead of exploration
Builds confidence: See immediate results of each action
Shows progress: Visual feedback keeps users motivated
Prevents mistakes: guided flow reduces setup errors
Design pattern consistency: Same interaction patterns as product creation
Reduces time investment: Important steps instead of exploration
Builds confidence: See immediate results of each action
Shows progress: Visual feedback keeps users motivated
Prevents mistakes: guided flow reduces setup errors
Design pattern consistency: Same interaction patterns as product creation
This solved the core problem: instead of overwhelming users with options, I gave them a clear path with immediate visual validation using familiar interaction patterns.
This solved the core problem: instead of overwhelming users with options, I gave them a clear path with immediate visual validation using familiar interaction patterns.
Key Design Decisions
Fallback system for skipped steps
Users who skip onboarding steps get dashboard widgets as a second chance to activate. This prevents losing anyone who wasn't ready during initial setup.
Fallback system for skipped steps
Users who skip onboarding steps get dashboard widgets as a second chance to activate. This prevents losing anyone who wasn't ready during initial setup.
Replaceable steps architecture
Built the flow so I could swap out steps based on user success data. If we find users taking different paths to success, we can replace current steps with better ones.
Replaceable steps architecture
Built the flow so I could swap out steps based on user success data. If we find users taking different paths to success, we can replace current steps with better ones.
Premium investment reduces churn
Users who customize premium themes become invested in their setup. We saw 12.5% lower churn rate because losing their customizations feels like real loss - they stay subscribed to protect their investment.
Premium investment reduces churn
Users who customize premium themes become invested in their setup. We saw 12.5% lower churn rate because losing their customizations feels like real loss - they stay subscribed to protect their investment.
Impact & Results
Impact & Results
Activation jumped from 20% to 60% in first 3 months
Less Users abandoning profiles
More people created their first products
Increased Pro subscription rates
Better user retention
Activation jumped from 20% to 60% in first 3 months
Less Users abandoning profiles
More people created their first products
Increased Pro subscription rates
Better user retention
What I Learned:
What I Learned:
Show progress immediately: The live preview kept people engaged instead of wondering "is this working?"
Guide choices, don't overwhelm
Make skipping safe: For power users
Tie value to retention: When users invest time in setup, they're more likely to stay
Show progress immediately: The live preview kept people engaged instead of wondering "is this working?"
Guide choices, don't overwhelm
Make skipping safe: For power users
Tie value to retention: When users invest time in setup, they're more likely to stay