The participant could begin onboarding but could not complete it
Actual behavior: The participant downloaded the app, selected a new-user path, and used Google login. They then reached required fields and did not know how to proceed. Interpretation: They understood the initial account-entry steps, but not enough of the onboarding flow to complete it.
Relevance 5/5 · Evidence 5/5 · Impact 5/5
“Well, it was an app that I downloaded Yeah, I tried to click . new and, [gulp] Log in with Google . And ,then it wanted me to fill out some required fields , but I didn't know how”
Unclear required details became the specific blocking point
Participant’s understanding: They could not tell what information the required fields were asking for. They also said they did not want to provide the details but believed they had to. Actual consequence: They stopped at this point rather than completing the fields.
Relevance 5/5 · Evidence 5/5 · Impact 5/5
“Yeah, the question about eh details It was not clear what kind of details I needed to fill in. I didn't want to fill in anyone but, I had to I gave up”
The failed onboarding cost 10–15 minutes and left the original goal unresolved
Actual outcome: The participant estimated spending 10 or 15 minutes, deleted the app, and did not solve the problem for which they had downloaded it. Interpretation: The onboarding failure prevented subsequent use and produced a complete loss of the participant’s invested time.
Relevance 5/5 · Evidence 5/5 · Impact 5/5
“I deleted the app It was 10 or 15 minutes wasted time and uh, I didn't solve the problem I set out to solve”
No help, alternative path, or workaround was reported before abandonment
Actual behavior: After encountering the unclear fields, the participant gave up and deleted the app. They did not report seeking help, choosing another sign-up method, or retrying. Interpretation: The blocker led directly to abandonment in the account provided, rather than recovery within the onboarding flow.
Relevance 5/5 · Evidence 4/5 · Impact 5/5
“I gave up I deleted the app”
The onboarding flow did not provide a clear direction
Participant’s understanding: They said it was unclear which direction to take and that they did not know how to use the flow. Interpretation: The participant lacked sufficient guidance for deciding what to do next.
Relevance 5/5 · Evidence 4/5 · Impact 4/5
“It was not clear which direction you should go in, and you ,didn't- I didn't know how to do it”