Learn why users activate. And why they stall.
Onboarding interviews are conversations with people in their first days inside your product, what they came to do, where they got stuck, and what almost made them leave. Your analytics shows you where new users drop off. Robbie asks them why, while the experience is still fresh, on their own time.
Your analytics tells you where new users drop off. It does not tell you why.
The reasons that matter, a confusing empty state, an unclear next step, a feature they never found, live in the heads of users who quietly stopped coming back before they ever reached their first moment of value.
Onboarding interviews are how you get that information. The problem is timing: by the time you schedule a call, the moment has passed and the memory has faded.
Robbie removes that problem. Fire one link the day after signup, or the moment a user stalls, and the conversation happens while the first-run experience is still fresh in their mind.
How it works
Brief Robbie
Tell Robbie what you need to understand: the activation milestone, the steps that matter, and where you suspect people are getting stuck.
Share one link
Drop the link into your welcome email or an in-app message, sent right after signup or when a user goes quiet. Robbie runs the conversation on their schedule.
Read the synthesis
Themes ranked by confidence, standout quotes, and the friction points that keep showing up across every new user you talk to.
20 onboarding interviews
20 in a batch is enough to see where new users consistently get stuck, and 30 minutes covers a full first-run story. No annual commitment, no minimum. £10 per 30 minutes of interview time, invoiced the following month.
After each interview Robbie produces a summary, themes ranked by how often they appeared, standout quotes, and surprises, the friction your team had not flagged.
Once you have run a batch across recent signups, Robbie shows what patterns hold across all of them. If the same step keeps tripping people up before they activate, it shows up clearly.
Job title and company are captured at the start of every interview, so you can segment insights by plan, role, or use case.
Download the full report as a Word document to share with your product, design, and growth teams.
Robbie does not recruit participants. You trigger the invite to your own new users, from your welcome email, an in-app message, or your CRM.
Robbie also does not connect to your product analytics. You decide who to invite and when; Robbie handles the conversation and the synthesis.
FAQs
- When should the interview fire?
- Right after signup for first impressions, or the moment a user stalls before reaching their activation milestone. The fresher the moment, the sharper the answer. You control the trigger from your welcome email or an in-app message.
- Won't new users ignore an interview request?
- Async, conversational interviews see far higher completion than a scheduled call, because people respond by text or voice whenever it suits them. There is nothing to book and no camera to face.
- How many onboarding interviews do I need for reliable patterns?
- Most teams see consistent friction patterns after 10–15 conversations with recent signups. Run them in batches so you can compare cohorts before and after an onboarding change.
- What does the synthesis tell me?
- After each interview, Robbie produces a summary, themes ranked by how consistently they appeared, standout quotes, and surprises. Across a batch, it shows which steps trip new users up most often.
- Can I separate activated users from the ones who stalled?
- Yes. Job title, company, and any screening question you add are captured at the start, so you can compare what activated users say against those who dropped off.
Related use cases
Comparing tools? See how Robbie stacks up.