Increase retention during the onboarding period
Communicate more effectively about Aftonbladet Plus and its parts
NUMBER OF EMPLOYEES
1 429 177 TKR
We led and participated in exploratory conversations about the purpose of a new onboarding. Evaluated customer behaviors to select parts of the product to highlight.
Aiming to harmonize the design and tell the story of selected parts of the product, we designed a new journey as part of the team.
On a rolling basis, we have carried out tests to find out what works and what doesn't. The goal is to develop in two stages new, improved versions that build on the technical sophistication with a high degree of personalization as a goal.
The first version led to a reduction in churn by 1.93 percentage points against the previous onboarding. An improvement of just over 5%.
We are now working to take the next step and further improve the customer journey by strengthening a unified customer journey.