Jason Walkerdesign
Work/ Radiant Mobile/ WS 04 · Signup & Onboarding
Workstream 04 · Radiant Mobile

Removing friction from the moment a customer says yes.

Acquisition and onboarding improvements grounded in how customers actually behave: where they hesitate, what they fear and what quietly makes them abandon a switch they had already decided to make.

Work classification: completed / influenced / proposed · to confirm

Engagement
Radiant Mobile
Discipline
Acquisition · CX
Focus
Friction & funnel
Status
Scaffolded
The Reasoning

From friction to behavior change.

Challenge

Switching carriers is a high-anxiety act.

Even a motivated customer faces fear of losing their number, downtime and getting stuck mid-process. The onboarding path carried more anxiety than the decision itself deserved. Placeholder

Observation

Drop-off clustered at the unknowns.

Customers stalled where the process asked for something they didn't understand or couldn't yet picture: porting, account details, the handoff to the app. Figures noted as [metric placeholder]. Placeholder

Behavior Analysis

People need to feel safe before each step.

The decisive variable wasn't speed but confidence: customers continued when each step explained what came next and removed the fear of an irreversible mistake. Placeholder

Decision

Disclose progressively; help at the hard parts.

Reveal complexity only when needed, add a dedicated port-out helper and make the app handoff feel like an arrival rather than a gap. Placeholder

Expected Behavior Change

More starts become finishes.

Expected: higher signup completion, fewer porting-related abandonments, smoother first-session activation. Targets held as [placeholder metric] until measured. Placeholder

The Moves

What changed across the flow.

01 · Original Signup Flow

A documented read of the existing path and where it leaked intent. Placeholder

02 · Revised Signup Flow

A re-sequenced path that asks for less, asks for it later and explains as it goes. Placeholder

03 · Port-Out Helper

Targeted help at the single most anxiety-inducing step: keeping your number. Placeholder

04 · Progressive Disclosure

Surfacing complexity only when the customer needs it, never before. Placeholder

05 · App Handoff

Turning the web-to-app transition from a cliff into a continuous arrival. Placeholder

06 · Funnel & Onboarding Maps

The measurement spine and journey maps that made the whole path legible. Placeholder

Artifacts

The flow, documented.

Artifact placeholdersReserved frames for finished assets.

Frames below are reserved for the original and revised flows, port-out helper, funnel diagrams and onboarding maps.

Original signup flow · placeholder
Artifact 01Original signup flow.
Revised signup flow · placeholder
Artifact 02Revised signup flow.
Funnel diagram · placeholder
Artifact 03Funnel diagram. Interest to activation.
Port-out helper · placeholder
Artifact 04Port-out helper.
Onboarding map · placeholder
Artifact 05Onboarding map.
Interactive Prototype

Experience the Signup & Onboarding Journey

Explore the complete onboarding experience from household selection through activation. This interactive prototype demonstrates how the strategy translated into a calmer, lower-friction customer journey.

Launch Signup Prototype

Next workstream · WS 05

Chaos Not Included · campaign system →

Available · 2026

Open to building work that holds the line.

Executive leadership for organizations creating genuine value for the people they serve. VP Marketing, Head of Brand, Director and senior leadership roles where strategy, brand, marketing and customer experience are treated as one discipline.

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