Onboarding project | Zobaze

Wondering why we began the Onboarding project by discussing Retention??

It's because onboarding is the key for retention; stats show that 75% of users drop off within their first week - right in the onboarding phase.

Onboarding is all about communicating value from the start so users retain

A quick recap of what Zobaze does: Zobaze supports SME business owners in organizing their operations like: Inventory management, sales, tracking cash flows, staff management, receipt keeping, and so on.

Features:

1. Inventory Management: Add inventory with pricing, plus get alerts for low and expiring stock.
2. Sales Counter: A built-in counter for making sales, with receipt generation for print or sharing.
3. Report Tracking: Detailed sales reports covering daily profits, expenses, top-selling stocks, staff, and customer activity.
4. Staff Management: Add staff with role-based permissions, and manage attendance and payroll.
5. Online Storefront: Users can sell online via a website created and hosted by Zobaze.

As we build our onboarding strategy, it's crucial to know;

1. Which features our customers use the most?
2. Which features they find most valuable & why?
3. How often they use these top-valued features?

So, what real value does Zobaze deliver to its customers? Let's dig into the data.

With this data, we gain insights into the features users engage with most:

• Receipt Creation: This is the final step in completing a sale.
• • Process: Users start by adding inventory to Zobaze POS or selecting from existing items, apply any taxes or discounts, and choose the customer's preferred payment mode. They finish the sale, print the receipt to hand to the customer or share a digital copy via WhatsApp, email, or SMS.
• Reports: Here, users can track their sales with detailed insights like profits, expenses, top-selling items, and top customers.
• • Process: Users select the Reports option on the homepage, choose a date range, and review the data. Reports can also be printed or shared.
• Inventory Management: This section allows users to add new stock, monitor current inventory for low or expiring items.
• • Process: Users access Inventory from the sidebar, where they can add or update inventory and monitor stock levels.

Let's delve into the power of user calls to validate usage frequency & JTBD: why they're hiring our product for.

Let's wrap this up by mapping our users' primary & secondary goals and understanding why they're hiring our product:

Based on the recent user survey, we found that 77% of Zobaze users search on PlayStore, while only 20% use a web browser.

So, let's start the onboarding teardown from the PlayStore listing all the way to activation.

Activation? - Considering the most used & valued features for our ICP, let's break down the journey from the user's first encounter with the Zobaze app on the PlayStore to installing it, signing up, creating a business account, adding inventory, making a sale, & finally checking reports - reaching their first win.

Onboarding Teardown.pdf

Now, replace the toy with your product & my niece with your users -- and you'll understand the activation metric.

Where to start?

• By talking to our users.
• By analyzing user behavior with data.
• By mapping the user journey backward.

Let's talk to our retained users to understand how they're playing with our product:

Questions & Answers

Q1: What features do you use most on a daily basis?

ICP 1 (Vivek - Retailer/Wholesaler): " I use the Zobaze POS app for billing. I make sales & generates Receipts daily."

ICP 2 (Daniel - Retailer): "I use the POS app for billing throughout the day."

ICP 3 (Sekhar - Restaurant owner) - "I use the Zobaze POS app for billing and share the receipts with my customers daily."

Q2: What features do you value the most & why?

ICP 1 (Vivek - Retailer/Wholesaler): "The Inventory management feature that automatically updates my online store, making online selling effortless. And, the Reports feature, which gives me visibility into my daily/weekly/monthly sales."

ICP 2 (Daniel - Retailer): "The inventory management feature, which helps me track my low & expiring stock so I can plan ahead. The reports feature is a true game changer, before closing my store, I want to know the sales & profits for the day."

ICP 3 (Sekhar - Restaurant owner) - "The reports feature, without a doubt. It has helped me save on wastage by analyzing order frequency of my orders & top-selling items, which has saved me a lot of money."

Q3: What actions did you take in the initial days of installing the Zobaze POS app?

ICP 1 (Vivek - Retailer/Wholesaler): "I took the trial, added 25 frequently sold items to my inventory on day 01, and started making sales & printing receipts."

ICP 2 (Daniel - Retailer): "I took the trial and used the CSV import to add all my 800 items in my inventory."

ICP 3 (Sekhar - Restaurant owner) - "I took the trail, manually added 150 items with my staff's help, and used to generate around 100 receipts a day back then."

Heatmaps for Analyzing User Behavior

The heatmaps are derived from the following screens: Sales Counter (for making sales), Inventory Management (for adding and tracking items), and Home Page.

Observations:

• Users are actively making sales at the Sales Counter. They utilize the search bar to find items, add them to their orders, complete sales, and generate receipts.
• Users visit the Inventory Management page primarily to monitor inventory levels, including low stock and expiration status.
• On the Home Page, users frequently click on the Reports section, which has the second-highest click rate after the Sales Counter.

Mapping the User journey backward

Users who completed their onboarding on Day 0 with a sample sale, activated their trial on Day 1 & added 20 or more items, actively using the app to make sales and generate receipts (during the trial period), added over 100 items by the end of the trail are successfully retaining and subscribing.

Let's identify our Activation Metric

Activation Metrics are always to be made from the customer point of view not the company!

Always ask yourself the below questions before developing the Activation metric!

1. Does this metric demonstrate user commitment?
2. Does the user realize value from your product?
3. Does this metric affect conversion?

If you have data,

1. What is the impact on retention curve?
2. What is the impact on referral and word of mouth?
3. What is the impact on Life Time Value(LTV)?

Hypothesis A - Generate at least one receipt (make one sale) in first 20 minutes of onboarding.

Explanation - Making a sale & generating receipt being the key feature of our product, this is important for understanding how effective the onboarding experience is in driving early product engagement. Users engaging with the core value of the product early on suggests that the onboarding flow is successful in communicating the product's value. Users who generate at least one receipt (can be sample) early on are of high intent & retain longer.

Hypothesis B - Add 20 items to the inventory within 2 days.

Explanation - Adding items is one of the top three most used & valued features by our users. Since it is the first action in the sales process, understanding the inventory management section is crucial. Users who add at least 20 items within two days of onboarding become familiar with the process of adding inventory, setting up low and expiry stock alerts, exploring item categories, generating & using barcodes, and utilizing all the features included in the inventory management module with ease.

Hypothesis C - Generate over 25 receipts within 2 days.

Explanation - Our users choose our product to achieve financial and functional goals, with easy billing & sales report tracking addressing these needs. Based on user feedback, we assume that users make over 50 sales a day. If a recently onboarded user is using Zobaze POS for at least half of their sales & generating receipts, which in turn create sales reports for users visibility, they begin to see the value of our product early on. As users experience the "AHA" moment of tracking their sales and become accustomed to making sales, habits are formed, leading to a spike in retention rates.

Tracking the Activation Metrics