Onboarding project | Logout.Studio | Mohit

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Onboarding project | Logout.Studio | Mohit

Let's Begin!

Define the ideal customer profile (ICP)?

(Do user calls to understand the customer for your product and come up with at least two ICP's)

studio_logo_1 (2).png

About LOGOUT :

Logout.Studio is an AI driven, zero-code, B2B SaaS for 1M travel, adventure, wellness and experience entrepreneurs and SMEs. We are currently being used by 80+ travel, adventure, yoga SMEs, influencers and creators across India

Businesses can plug and play the SaaS into their Instagram, WhatsApp and website to convert leads, collect bookings, manage revenues and support customers from one single dashboard.The super power of Logout.Studio is our AI sales bots that convert DMs of Instagram and WhatsApp into qualified leads that the software couples with a tailored checkout widget to drive sales.

Stage of the product : Finding PMF

ICPs

Criteria	ICP1 : Newbies	ICP2 : Early Scaling	ICP : Well Established

Name	Shraddha, TripSkipGo	Lahari, Karnataka Hikes	Niharika, JumpinHeights
Instagram Followers	9K +	59K+	73K+
Company Size	2-5 members	4-10 Members	18-30
Location	Bengaluru	Bengaluru, Karnataka	Rishikesh & Goa, office in Nashik
Organization Structure	Mostly founders	Founder, Sales, Operations	Director, Operations, Sales, Marketing and Finance
Decision Maker	Founder	Founder	Founder
Decision Blocker	NA	Marketing	Tech Team generally third party
Frequency of use case	Daily	Daily	Weekly (Her team would login daily)
Products used frequently	WhatsApp, Instagram, Canva	WhatsApp, Instagram, Canva	Custom softwares, WhatsApp, Instagram, Canva, Hubspot
Preferred Outreach Channels	Call and WhatsApp	Instagram, Calls, WhatsApp	WhatsApp and Emails
Conversion Time	1 Week	2 Weeks	1 Month
Time Vs Money	Money	Time	Time
Key Features Used	Event Creation, Leads CRM, BioLink	Booking Management, Leads CRM, BioLink	Booking Management, Leads CRM, BioLink, Custom API Integrations
Core Value	BioLink Automation Leads Collation	DM to leads and bookings Booking Automation Analytics	Total Automation Team management suite Revenue Management

Define user goals and JTBD

(Understand user goals and their JTBD on the platform. When looking at user goals, look at 4 themes, user goals will always be within one of the four)

Mapping User Goals and JTBD with the ICPs :

	ICP1 : Newbies	ICP2 : Early Scaling	ICP : Well Established

Name	Shraddha, TripSkipGo	Lahari, Karnataka Hikes	Niharika, JumpinHeights
Exploration	Frustrating to manually reply to all the DMs that land untimely and share the same set of information and manually manage lead qualification.	I get worked up with the handling bookings and manually collecting all the payments. Small team of 5-8 folks trying to everything.	My team is 15-20 folks from sales, operations and support. even has a call center, my revenues leak and I dont have insights about my daily business. I want total control and visibility from remote.
Consideration	Tries integrating Linktree + ManyChats + ZOHO CRM. Searches for other automation tools	Manually collects and manages the bookings via GPay. also tried Razorpay pages	Uses custom built softwares and thirds party integrations
Purchase	Subscribes to LOGOUT on trial and starts integrating Instagram	Subscribes to LOGOUT and integrates Instagram and booking engine	Subscribes to LOGOUT and integrates total automation with Instagram, booking engine, revenue management with our booking APIs
Habit Formed	Starts using LOGOUT to manage leads and sales reps performance and access leads database.	Starts using LOGOUT to manage bookings, gathering reports and teams. Has 100% stopped collecting manual payments.	Onboards the complete team on LOGOUT including finance that uses the software to manage everything. Niharika has complete visibility and control.
GOALS
Personal Goals	NA	NA	NA
Social Goals	NA	I want to grow as a brand.	NA
Financial Goals	I want a cheap solution that can qualify the leads.	I want a to grow in sales and expand operations.	I want no revenue leakages.
Functional Goals	I want to automate the DM replies and manage my sales team.	I want to better manage my team as I grow and provide a great customer experience	I want control of everything going in my business.
JTBD	Wants to simplify DM to qualified leads process	Wants to scale and automate sales.	Wants total control and visibility.

Do user research to validate or invalidate these goals

(You want to talk to users and understand why they're signing up. What's the end goal for them and for what job are they "hiring" your product for)

Methodology :

LOGOUT is currently used by 80+ adventure businesses across India, we talked to 15 retained users who have been our fam. We asked them 3 questions. Here are some excerpts :

Question: Why did you choose to go with LOGOUT?

🦹‍♀️ Lahari - Founder, Karnataka Hikes

[User Stage : Paid User from last 1 year]

“I wanted something that can make payments collection easier but can plug into Instagram as we don't have any website. ”

🥷 Shirky - Founder, Muddie Trails

[User Stage : Paid User from last 4 months]

“We were growing but it was all haywire, didnt have anything managed and automated. We were receiving 100s of DMs and had to reply to them manually ”

👩‍🚀 Niharika - Founder, Jumpin Heights

[User Stage :Enterprise User from last 1.5 years]

“Our revenues were leaking when we approached LOGOUT, we were using our own custom software that barely did the job, was looking for a tailored product that can plug into ours systems and automate it ”

Question: What’s your end goal with LOGOUT?

🦹‍♀️ Lahari - Founder, Karnataka Hikes

“I want automation, I have growing volumes and I cant' handle things manually, we are small team after all ”

🥷 Shirky - Founder, Muddie Trails

“Our sales team needs some dashboard to collate all the leads and the DMs from Instagram should get converted to leads, I want to track sales performance”

👩‍🚀 Niharika - Founder, Jumpin Heights

“I want to have complete control over my business verticals, hows sales performing, are there any revenue leaks and are teams able to interact properly. I want to handle all of this remotely from Nashik”

Question: What are you hiring LOGOUT for?

🦹‍♀️ Lahari - Founder, Karnataka Hikes

“I pay subscription becasue its all Automated and I save my time”

🥷 Shirky - Founder, Muddie Trails

“I pay LOGOUTn because my sales boosts and the sales reps perform effectively”

👩‍🚀 Niharika - Founder, Jumpin Heights

“I like my control and transparency that I get with LOGOUT. I can travel and still have control.”

Onboarding Teardown

How we are doing currently?

LOGOUT is at pre-PMF and we are mostly cold calling converting them. Once the customer has paid the one time setup cost, we manually create the dashboard for them and get them to an onboarding demo call. This just a contact form,

The whole process is currently manual via setting up google meet and giving them a product tour.

After the GrowthX session, we have designed the new onboarding flow and activation journey for our customers.

IMPROVED ONBOARDING JOURNEY & TEARDOWN 🌈

LOGOUT_OnboardingTeardown_v1.pdf

Note :

We have not focussed on full automation of the process give the resources and team size.
The new journey aims to collect information for the onboarding managers to tailor the product demo.
It focusses on mapping WHY THE USER IS HIRING US and WHAT IS THE JTBD.

Defining your Activation Metric

Activation Metrics Hypothesis

Hypothesis	Activation Metric	Reason
Hypothesis 1 (Key)	5 booking transactions in the first 7 days	Money flow shows commitment and value realization and booking data visible on the tab makes the user gets aha monent. Logout currently does XX Cr of GTV monthly from retained clients.
Hypothesis 2 (Key)	2 events created in the first 7 days	Logout has live inventory of 12K+ active events and experiences on sell. Shows commitment to use daily.
Hypothesis 3 (Key)	15 leads assigned/status changed in the first 7 days	Retained clients in total have 10L+ leads combined in assigned state.
Hypothesis 4	Inviting 2 team members in the first 2 days	Adding team members shows commitment and more stickiness
Hypothesis 5 (Key)	Paying subscription consistently for 3 months	If the client hasn't left for the first 3 months, its realizing value and demonstrate commitment commitment.
Hypothesis 6	Downloading PDF atleast 10 times from the dashbaord	Retained clients in total download 80K+ PDFs, its a hero feature
Hypothesis 7	Atleast 15 missed checkouts in the first 15 days	This shows that the client is in mid journey to getting transactions

Metrics To Track

Factors	Why this is imprtant	What will we track?
Qualitative Metrics
Website Visitors	As we improve the product and experiment journeys, its important to track how they are impacting	Use Google Analytics to track unique visitors and monitor traffic sources to understand the impact of changes.
CTA Clicks & Heat Maps	Track if the user is able to get the job done for what it has hired Logout for.	How easy is for the users to get the job done. Use Hotjar etc
Product Reviews	Sentiment analysis of the product and a tight feedback loop to understand if the user is deriving value	How is the user feedback changing within first 90 days of onboarding.
Quantitative Metrics
TAT (Time to Load a Page)	Its important the critical pages like leads, bookings and revenues load quickly as these are the goto pages	Should load within 3 seconds of click.
User Cohorts	Timely check what kind of users are we onboarding and if thats meeting our revenue goals. This also refines sales pitch	We have 3 fixed price plans, if the ICPs onboarding the plans are in line with the revenue targets
D1 vs D30 vs. D90 Retention	All our churn happens up until 2nd month and 0 customer left after 3rd month	If the user has asked for any discounts or wants a free trial or willingness to drop in the first 90 days
Activation Rate	On an average a client starts to transact within 2 months of onboarding	The journey to transaction goes via instagram integrations, CRM usage, inviting teammates and website integration of the checkout process
Feature Adoption Rate	Are we able to upsell in the 90 days says a lot, 80% of our retained users onboarded on the beginenrs plan and switched to pro plan within first 90 days.	Key features like WhatsApp integration, auto commentor etc are adopted not imeediately but after first 30 days