Thanks to Product Fruits, we're able to help fitness trainers quickly understand the value our app provides. After launching the first onboarding flows, we almost immediately reduced the churn rate of our trial users by 70% (yes!) and doubled conversions into paying customers.
High user churn rate and low conversions
Once logged into the system, new users faced the challenge of understanding how to use the application and create their first music playlist. As a result, the immediate value of the app was delayed and missed. Which resulted in high user churn, particularly during the 14-day trial period.
That’s where Product Fruits steps in.
FitnessPlayer identified three key steps (functions) that their users need to undertake to start using the app:
To guide users through these steps, the app built three feature tours integrated and launched in a specific order thanks to a checklist widget (Product Fruits features).
The "Get started" checklist keeps users motivated and guides them through the correct order of information. It also tracks users' progress, displays their next step actions, and is exclusively triggered for new users. Once all three steps are completed, the checklist is marked as "completed" and dismissed by the user.
To support users, FitnessPlayer integrates an in-app help center (Life Ring Button). This allows users direct access to available resources and serves as a permanent feature within the application, accessible upon user request.
FitnessPlayer uses the help center widget to:
The application uses the help center widget to:
FitnessPlayer customized the design and position of onboarding elements within the app. This helps keep onboarding features in brand alignment.
In addition to the support chat (incorporated into the help center widget), FitnessPlayer uses in-app surveys to collect relevant user feedback. This tool is particularly helpful for B2C businesses, serving as a simplified yet effective alternative to customer success feedback calls. The application uses and interconnects two types of surveys:
NPS Survey to identify:
Cancellation Survey to target users who may consider canceling their subscription and gather feedback to improve app functionality.
In the Net Promoter Score Survey, FitnessPlayer asks its users one question: "How likely would they be to recommend the app to a colleague or friend?" For respondents indicating a negative likelihood to recommend (selecting 0-6 out of a total of 10 points), they are redirected to the Cancellation Survey. In this survey, users are asked how the app can enhance their customer experience and retain their loyalty, preventing them from churning.
In these situations, Product Fruits also recommends API surveys. These enable triggers for specific actions based on the users response. For example, offering users at risk of churn a discount or special offer.
The NPS Survey is truly a super easy way for us to collect more knowledge about the status of our service, and it also gives us insights into which features we should focus on next, based on our users' wishes.
FitnessPlayer is the ultimate companion for fitness studios and professional trainers in Sweden and the UK. It's a Swedish-based fitness app that makes preparation for fitness classes a breeze!
With an extensive music selection for every type of sports class, trainers can cut their preparation time by a whopping 80% and use 100% legal music - eliminating any risks associated with unauthorized music use. No more worries - FitnessPlayer is here to be your best friend in fitness! More at www.fitnessplayer.co.uk