We used Pendo in-app guidance to get a sense of where most users were dropping off in a new user onboarding. This was in the first three minutes. Rather than the total redesign of the workflow, we set a row of lightweight tooltips that explained two important steps. Completion rates of onboarding increased by almost 30 percent within a month. The best lesson was that friction was not necessarily caused by the complexity of our product but rather assumptions that we had made about how familiar people were with terms used in the industry. That lesson changed our approach to the roadmap so we would always build in contextual education with each release instead of waiting until we had a pile of support tickets. This transition did not only increase the efficiency of adoption, but also spared the team time spent on customer success interventions thus enabling them to focus on more valuable customer contacts.
When we built our online booking at 617BostonMovers.com, I learned that smooth moves start with sharp questions. Pendo helped us ask those questions at the exact moment customers needed them. Paths showed a big drop-off on the "inventory and access" step. People seemed unsure about stairs, permits, and elevator timing. We added a short, in-app checklist and a photo upload prompt. Then we ran a micro-survey that asked, "What could hold your move back?" Stairs, parking, and fragile items came up again and again. Those answers changed our roadmap. We pulled forward "early risk flags" and clearer pricing notes for stair fees. Support tickets about surprise charges fell, and quotes got out faster. The lesson for me: Pendo doesn't just track clicks; it helps you ask small, honest questions that keep big problems from showing up on moving day.
I have used Pendo to turn negative moments, like service interruptions, into opportunities for engagement with our users. During an outage event, for instance, we gathered real-time feedback and sentiment on the platform, which helped us zero in on points of pain and address repairs immediately. Actively doing so not only ensured customers' trust stayed intact but also showed users their experience did count. Beyond crises, Pendo has also allowed for gaining insight into ways people use our product, which guided feature use and development. It has now become our go-to resource for keeping our users active, informed, and trusting of what we offer.
We were using Pendo to monitor the adoption of our medication dispensing portal and to see which functionality like refill management or adherence reporting clinics were using. Usage statistics showed that users were bypassing the reporting tools altogether even though these were the tools that were used to prove compliance. Instead of assuming disinterest, we built specific in-app walkthroughs that explained the benefit of these features and walked staff through the steps to using them the first time. The number of adoptions increased over time following the update, and support requests related to reporting dropped by almost a half. The main lesson was that low engagement is often a demonstration of knowledge gap as opposed to lack of demand. Working through that with guided learning in the product became one of our strongest differentiators.
At Prezlab, we embedded Pendo walkthroughs to help clients adopt new reporting dashboards, and I was surprised how much clarity the step-by-step prompts gave users who had been stuck for days. The feedback we gathered also redirected our roadmap, since it showed that exporting data mattered more to users than the visual tweaks we had been prioritizing.
In our company, we use Pendo's contextual help for smoother and more natural onboarding with our players. Instead of sending them to long guides, we provide tips and guidance exactly when they need it, whether they're trying a new feature or exploring the platform. Frustration is minimal, and engagement is maximum, and the app feedback suggests it gets results. Pendo also gives us an unobstructed view of where our players succeed and struggle, and our team adapts and makes sure every player can dive right in and love the platform immediately.
When we introduced our web-based land search and financing platform, Pendo provided us with an insight on the behavior of the first-time users on the platform. Heatmaps and guided walkthrough data indicated that a large proportion of people did not go through the financing calculator, which was supposed to be the focal point of the experience. We did not just assume that they did not care; rather we looked at the flow that they went through and found out that the tool was placed too low on the page. By using the in-app guidance offered by Pendo, we tested the position of the calculator higher and added a brief onboarding process that underlines the importance of this calculator. The level of adoption of the calculator increased, and it is directly associated with the filled-in inquiry forms. The point was obvious: adoption obstacles can be structural but not motivational. Pendo gave us the ability to evolve from making guesses about what our users were trying to accomplish to making design decisions based on what we observed people doing, which made our product team as well as our leadership team much more confident in the roadmap.
Designing playgrounds taught me to start with questions: Who plays here? Is it safe and inclusive? Pendo helped us bring those questions into our site, PlaygroundEquipment.com. Polls told us schools and parents wanted ADA details sooner. Paths showed many users bouncing between product pages and an ADA FAQ. We moved accessibility badges to the top of product cards, added a short, in-app explainer, and linked a "See ADA route" note from the specs. We also used the Resource Center to surface grant templates right when someone viewed inclusive sets. Those small tweaks changed behavior. Quote requests came with fewer basic questions, and approvals moved faster. My lesson: Pendo helps you listen for what people are trying to ask, even when they don't have the words yet, and put the answer where it saves them a step.
Through the process of guiding users with Pendo during their onboarding processes, we learned that minor changes made a significant impact and could be used to drive adoption better than generalized training. A walkthrough that only discussed three of the core features, as opposed to attempting to demonstrate the full platform, reduced early drop-off rates by half. Heatmaps and usage statistics proved that the users who went through the guided flow had a much higher chance of returning within the first week. The surprise lesson was that the level of adoption could be enhanced not by increasing the level of education but by decreasing the cognitive burden during the initial interactions. Pendo also allowed one to more easily filter out feedback of new users versus experienced users and this was used to inform the roadmap. The initial effort of the team was to reduce the barrier to entry rather than concentrate on features that were sophisticated which resulted in high long-term engagement. That transition demonstrated how Pendo intelligence can reorient product strategy in terms of what will produce the most sustainable growth.
When we have launched a new digital portal to the families, we could see that adoption has not been adhered to even after the initial training. Through Pendo, we have been able to understand where exactly families drop off during the process of setting up their accounts. Almost 40 percent of users got stuck at the second step, where verification of information had to be done at several screens. Rather than conduct further training we referred to the field that led to confusion and made instructions much more succinct with the help of Pendo in-app guidance. In two weeks time there was a 27 percent growth in the number of successful completions. A more useful lesson was learned on roadmap planning. Pendo feedback demonstrated that repeatedly families asked to have mobile access, although it was not a priority in the early design conversations. After we prioritized an update of the mobile-friendly, the numbers of adoptions increased steadily across the age groups of caregivers. The lesson further emphasized that customer behavior is usually a better indicator of what is happening than surveys alone, and that feedback built into roadmap decisions can help avoid investment in features that seem significant on paper but that prove not to work in practice.
We were able to use Pendo to examine where newly registered users were being lost during the onboarding process in a client dashboard. The data showed that majority of the users gave up at the stage that needed manual data import and this stage was initially thought by the stakeholders to be a small challenge. We immediately reduced abandonment in half by two weeks by layering in in-app guides and tooltips specific to that step. What is more important, the insights also changed our roadmap priorities. We did not create a full reporting system at this time, however built APIs and auto imports instead. The one change enhanced their adoption rates and made their product simpler to operate than the others. The message was loud and clear: onboarding friction is frequently under-represented internally and Pendo behavioral data makes the problem visible in a way that alters immediate solution as well as long-term strategy.
I use Pendo to turn raw user data into succinct, graphical dashboards that make trends obvious at a glance. Viewing adoption trends, use of features, and patterns of engagement in graphical format helps me immediately see what works and what doesn't. When presenting those dashboards to others, our discussions are shorter and more precise, and decisions are made with greater clarity and confidence. Beyond just numbers, Pendo allows me to see the user journey and understand behavior in context. This has helped us refine features, prioritize updates, and design experiences that actually resonate, leading to stronger product adoption and more meaningful engagement from our users.
We have put in Pendo into our onboarding process to be able to see what features were used by the new user in the first two weeks. Among the users, it was indicated that almost 40 percent of them missed a vital setup process that unlocked the central value of the platform. Rather than augmenting the documentation, we created a contextual in-app guide, which displayed when a user arrived on that screen. The number of people who engage within the setup flow increased by over 25 percent and churn within the first month reduced significantly. The insight also re-prioritized our roadmap as we now focused on simplifying the actual set up process, as opposed to adding more instructions. The primary takeaway was that user analytics should not simply be used to inform the messaging but should also be used to make product design decisions. Pendo turned what had seemed like anecdotal feedback into measurable behavior we could act with certainty.
We deployed Pendo to analyze the interaction of clinicians with our online portal of ordering respiratory equipment. It was also seen that most of the users dropped the process in the middle when uploading the prescriptions which was a crucial step. We did not assume that it was a training problem and tested simplified instructions and an indication of progress. The engagement rate immediately increased and the completion rates rose by more than 20 percent in a matter of weeks. It was less of adding something new and more of reducing friction in a single step that was causing significant drop-off. That lesson had an influence on how we evaluate decisions on roadmaps: rather than developing bigger modules, we now pay close attention to the smaller interactions that influence adoption. It taught us that many improvements can be achieved through the optimization of the current operations instead of transforming the whole system.
We used in-app guides by Pendo to revamp our onboarding to eliminate the number of new users who were failing to complete the account setup process. Rather than emailing detailed instructions, we came up with step-by-step instructions placed within the platform, which emphasized the three key steps that led to long-term retention. Completion rates in setup increased to 89 percent after two weeks as compared to 62 percent. In addition to onboarding, we have used Pendo analytics to understand feature adoption rates and identified that one tool that we had assumed was secondary was actually the most utilized tool by a specific customer segment. That understanding altered our development strategy by directing our resources at extending that capability instead of investing more in low-use capabilities. The message was quite clear: assumptions about value can prove to be deceptive, but the usage data talks a true story. An action based on those insights saved us months of development effort, going the wrong way.
We have used Pendo to determine the reason why our project management software was not being used on a scheduling tool. Use analytics showed that new users would always abandon at the same setup screen, where jargon baffled non-technical users. Rather than increasing the amount of documentation, we created a walk-through in our app using Pendo that explained the terms with simple language as well as step-by-step instructions. The feature was adopted in the next quarter with a growth of more than 40 percent. The lesson was straightforward: friction is frequently not the result of functionality but it is the result of poor onboarding. By hitting the specific point of confusion in the product, we enhanced the adoption and overall satisfaction rates without changing the tool as a whole.
Pendo came in particularly handy during the optimization of the onboarding process of a patient engagement platform where users would usually fall off after signing up. Rather than the guessing of where the friction was, in-app guides were coded into the workflow. The first session presented a brief sequence of tooltips that introduced only the necessary functions, e.g., messaging a provider or scheduling a visit, whereas more advanced functions were introduced later in the contextual tooltips. Such a change lowered early abandonment and made patients feel less overwhelmed. Also important was the data of Pendo path analysis. It revealed that most users did not use all the health tracking functions, despite the fact that the team had dedicated a lot of development effort to those. Instead of pressuring people to use the technology, the roadmap evolved to focus on improvement of the features that people tended to use naturally, such as prescription refill requests and direct messaging. The lesson was that analytics must not be used just to peddle underutilized capabilities, but to hear what users are doing and develop where it will be of most concrete value.
Marketing coordinator at My Accurate Home and Commercial Services
Answered 2 months ago
We employed Pendo to reinforce our onboarding experience customer portal where our clients are able to schedule services and track projects. The first statistics showed that numerous users were creating accounts but did not already make the first booking. We created in-app instructions with the help of Pendo that helped new users to make a service request step by step. This minor change increased the adoption rates during the first week by almost 30 percent. More to the point, the responses we received in Pendo showed that customers wanted the confirmation of appointments to be sent quicker, which informed our roadmap of notifications enhancements. The message was clear, not only that guiding the onboarding process can help to increase adoption, but that a combination of guiding the onboarding experience and gathering insight in real-time can not only improve the experience but also highlight the areas of friction that can directly inform product priorities.
Pendo has transformed the way that we understand and serve our users. The system offers continual, actionable data on how customers are interacting, showing which features are most-used and where there are pain points. That information comes directly into our iteration development cycle, so our releases actually meet the user's needs. It's great to see data-driven decisions based on true user behavior increase adoption and use. Listening to users this way makes our product more relevant, more intuitive, and more valuable, keeping our development road map extremely closely aligned with customers' actual wishes.
Pendo has enabled me to see how our team and our clients use essential tools. Monitoring usage of features highlighted which ones were not being utilized, so we reshuffled training and made spot-on, easy-to-use guides. That change boosted usage of those features by 40%. Viewing the tools at their best enhances workflows and gets our team servicing clients more effectively. Pendo makes data into usable information so that better decisions are made and everyone has a better experience with our systems.