Without clearly defined metrics, evaluating specific areas of the [[User onboarding]] process can be challenging. Set up metrics for measuring the onboarding process from the beginning. Key metrics for evaluating the onboarding process: - **Customer retention** - Churn rate - Average age of customers - Active accounts (weekly, daily, or monthly, depending on nature of business) - Number of accounts signed up (not churned) - **Engagement** - Frequency of using the product - Intensity of use - Depth of interaction - **Adoption** - **Task Success** - **Bounce rate** - Check at specific points in the onboarding process Another helpful exercise is to interview new customers that have recently completed the onboarding process. Indirectly test their knowledge of the system though questions about specific functionality. This is also a great inflection point to discover usability issues, product gaps, or misaligned mental models between your product and the customer. --- ## Reference [[Katryna Balboni]]. “The Ultimate Guide to Getting Your Users to Their Aha Moment.” *Appcues*, 2018, [www.appcues.com/blog/aha-moment-guide](http://www.appcues.com/blog/aha-moment-guide). Accessed 25 Mar. 2021. ## Notes Are people … - finishing your onboarding process? - Continuing to browse your app after the product tour? - interacting with core features? TTV (time to value)