The Key to LivWell's 53% Onboarding Leap
Increase in onboarding completion
Boost in device linking rate
Key Insight
LivWell, a wellness and insurance platform, aimed to make health engagement rewarding. However, despite strong downloads, users weren’t completing the onboarding process. Many stopped midway before linking their fitness trackers or exploring the benefits dashboard.
Propel uncovered the gap — the onboarding journey lacked motivation and personalization. The solution: re-engineer the user lifecycle to convert early curiosity into habit-driven activation.
Solution Snapshot
Propel designed a high-converting onboarding flow focused on progressive motivation and smart nudges.
Motivational Messaging Framework
Layered health benefits with gamified progress cues.
Behavior-Based Automation
Triggered emails and push notifications according to user activity.
Onboarding Flow Redesign
Simplified the setup process to minimize cognitive friction.
Feedback Loops & Iteration
Continuously optimized messaging through data-led insights
Challenge
LivWell’s app had great intent from users but low completion of critical first steps.
- Only a fraction of users linked their fitness devices.
- Users dropped off during onboarding setup screens.
- Messaging didn’t clearly highlight the tangible rewards of completing onboarding.
The challenge was to help users connect faster, understand the benefits sooner, and stay motivated longer.
Approach
Propel mapped every user journey from install to activation, then layered behavioral cues throughout:
- Milestone Mapping: Defined micro-goals — registration, device link, reward claim.
- Nudge Sequencing: Timed pushes and emails to remind users at key drop-off moments.
- Emotional Triggers: Integrated encouragement, social proof, and quick wins into communication.
- A/B Testing: Optimized message tone and CTA positioning to drive faster completion.
This approach transformed the onboarding experience from transactional to emotionally rewarding.
Solution
Propel implemented a 3-phase onboarding lifecycle powered by Customer.io:
- Day 1–2: Welcome and goal-setting push/email introducing LivWell rewards.
- Day 3–4: Nudges to link fitness devices with clear benefit visualization.
- Day 5–7: Follow-up campaigns showcasing member success stories and reward claims.
Each message aimed to move users one step closer to activation while reinforcing value at every stage.
Before and After
Result
Within weeks of implementation, LivWell’s onboarding success skyrocketed:
- 53% increase in onboarding completion
- 38% boost in device linking rate
- 3x faster activation speed
Propel turned LivWell’s onboarding into a motivation engine — proving that when onboarding connects purpose with personalization, user retention becomes inevitable.
