I reduced courier app onboarding drop-off from 70% to 23%. The biggest change was not in the design.

I reduced the courier app onboarding drop-off from 70% to 23%. The biggest change was not in the design.

70% of new couriers were abandoning the onboarding flow. The team assumed the UI was too complicated. It was not.

The problem was timing. The flow required documents that people did not have on their phone. ID verification. Bank details. Vehicle registration. Users hit a wall, left to find the document, and never came back.

The fix was splitting the flow into "do now" and "do later." Start delivering with minimum requirements. Complete the rest within 7 days. No documents needed upfront that could wait.

The design change was minimal. A progress tracker and a reminder system. The structural change was everything.

When your onboarding has a drop-off cliff, look at what you are asking users to do versus what they have available at that moment. The gap between those two is your actual problem.