Challenge
The wizard did real work. It read the site, built a business report and returned 69 named companies, all from a URL with nothing connected. Then it dropped the user on a table with three dropdowns and no next move. The product did the hardest part and stopped one step short of the point.
Solution
We scored the flow against our 11-rule scorecard: 74 out of 100, strong research, no path. Then we rebuilt the first session around one rule: nobody lands in an empty workspace. Four steps, one hard gate, and a session that ends with something running outside the product.
Results
An engineer-ready activation plan, a working build of the whole path, a recorded walkthrough and a live session with the team. They endorsed the direction on the call and are building it before their launch. Usage numbers land after iCustomer ships; this page updates when they do.
Deliverables
- Activation audit: the signup flow against the 11-rule scorecard
- Engineer-ready activation plan, URL to live campaign end to end
- Working build of the new flow, the one above
- The layer after activation: upgrade trigger, lifecycle emails, Slack alerts
What iCustomer was doing wrong
The research was the good part. URL in, site read, 69 named accounts scored and tiered, with nothing connected. The trouble started at the moment the user finally had something.
The list is a dead end
69 companies, three dropdowns, and a detail panel that reads “No contacts are bound to this account yet.” The onboarding’s own output never reaches the half of the product that could act on it.
The wait is blind
Six minutes of nothing while the report builds, at the exact moment the user is paying the most attention and the product is doing the most impressive thing it does.
The list indicts itself and nothing acts on it
Zero Tier A, two Tier B, and 41 accounts under twenty employees against an ICP that targets 20 to 200. The product knows the mix is wrong and says nothing.
