At Flow, we build impactful user journeys that nurture and convert users into engaged and happy advocates.
We're not a full-service digital agency. We only focus on the user journey. Nothing else. It's our 🍞 and 🧈.
We are a team of automation, behavioural science, CX, design, marketing, and storytelling experts who are passionate about building remarkable user journeys that create advocates, all backed by science.
A user journey is the experience your SaaS users get when they sign up for your product.
This could start with a free trial, for example, and include multiple touch points over time and across different channels.
The fundamental question you should be asking yourself is, ‘How do our users actual use our product?’. Understanding the answer to this question is essential in delivering a great experience that converts trial users into paid subscribers, and paid subscribers into advocates with a high lifetime value.
The user journey starts from the moment a potential customer visits your website to the moment they make their fourth consecutive annual subscription payment, and beyond.
It can start at your website, and move to an email drip campaign or an in-app product tour. It can include sales processes such as phone calls and SMS. It can even include direct mail and in-person, face-to-face experiences.
However, the experience your user gets may not be aligned with what they actually want or need. The key is identifying what this expected experience is and how you can deliver it in a seamless and scalable way to drive adoption, increase revenue, and build advocacy.
The users’ experience is everything and defines the success (or failure) of your business.
The average human’s attention span is just over 8 seconds, so you’ve got a very short window of time to grab new users’ attention and show them enough value to keep them interested.
In addition to this, you need to ensure that you’re reaching out to new users with the right message and call-to-action across multiple channels in a way that piques their interest to learn more or continue their onboarding.
We combine user data with emotional understanding and behavioural science to create an effective, multi-step and multi-touchpoint onboarding experience that showcases your products’ core value across your key user segments.
Successfully onboarding new users and showcasing your product's value is a huge step. But it’s not the final step to pushing a user over the line to becoming a paid subscriber.
Understanding your users' needs, their wants, and their emotional relationship with your product is essential in converting them. And delivering a tailored experience that showcases the right features and path to success takes a deep understanding of them.
We create a rich profile of your users and map out a unique set of tailored experiences and offers to drive subscription conversions that aid in long-term retention.
While the first step to user retention is during onboarding and activation, it doesn’t end there. From seasonal platform usage to changing and developing teams, there are many reasons why your users’ engagement may falter.
We set up and track user engagement to identify potential slippage before it happens, and then automate the delivery of highly personalised experiences to prevent further disengagement.
By understanding the motivations and needs of your users - and identifying how they behave - we can apply psychology and behavioural science to offer user experiences grounded in evidence.
This allows us to design meaningful user interactions and deliver highly personalised experiences across all touch points of the user journey, encouraging users to take predictable actions that deliver expected results.