If your customers don’t activate quickly, they churn quietly.
This template identifies the blockers — technical or emotional — that prevent your users from getting to value fast.
Definition: Onboarding friction is any obstacle that delays or disrupts a new user from completing setup, achieving their first milestone, or realizing value from your product.
| Benefit | Description | Impact |
|---|---|---|
| Friction Visibility | Spot issues no one flags directly | Improve activation rates |
| Actionable Insights | Fix the exact things slowing setup | Prioritize roadmap or training |
| Scalable Input | Analyze onboarding issues at scale | Save manual review time |
| Voice-Backed Decisions | Support changes with user quotes | Align product and CX |
Product Teams: Prioritize early experience fixes
CX Leads: Train onboarding specialists with real feedback
Support: Identify repeated setup errors or blockers
Growth Teams: Improve time-to-value for new users
No — works for product onboarding, service flows, or training programs.
Yes, if your data includes cohort or persona tags.
Absolutely. All friction points are paired with actual user feedback.
“Insight7 gave us a map of where onboarding was breaking down — and the exact quotes that helped fix it. It’s made onboarding measurable.”
— Toye Fatolu, Product Designer, Terragon Group
