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Before They Churn: A brutal playbook to fix post-signup churn & turn ghost users into retained ones using data & not vibes
3. How to Kill UX Leaks Before They Make You Lose Your Users
So, in Chapter 1, you learned what the heck is a UX leak, and why are they making your users leave your app.
In Chapter 2, you learned how to find them (with data)
If you haven’t already visited those chapters, please don’t come here.
Go through those 2 chapters first, and come here later.
In this chapter, I am gonna talk about the part that makes you money.
Fixing it.
But, this is where most SaaS teams go wrong.
They throw band-aids. Add more modals.
Some even launch a “new onboarding flow” based on guesswork.
They are just vibing with their app.
In fact, there are 3 steps you can do to fix your churn.
Before we go...
Before I tell you the steps on how you can fix those UX leaks, and reduce churn...
Here is a short guide on how to find which part of the 7 letters of the framework C.H.U.R.N.E.D does the UX leak belong.
C (Confusing Them):
As already said, confused users = Churned users.
Find the moment in the funnel where users are churning.
Look at heatmaps & session replays to find where in the screen is that UX leak.
Then, make it very clear for the users to do that particular thing that you saw users were struggling.
e.g., if you saw users were struggling to export their documents in your app, make the export button as reachable as possible.
H (High pressure start):
Look at your funnel.
At places where you think you might be asking for more details, look at the drop-off rate.
Then, A/B test two versions.
One by asking them fewer details upfront, Another one by asking very, very fewer details.
But make sure that you get those details somehow later.
Get them to their ‘aha’ moment first, and then ask for details.
U (Unmet Expectations):
The first thing you need to fix is your marketing copy.
Try to under promise as much as possible until it does not drive away new users to your app.
Then, overdeliver.
Another thing is: showing the value soon, and making it more visible.
Make sure that the feature/outcome as close to the initial moments of them using the app.
R (Random Dead Ends):
See where most users drop off in your funnel.
Then, look at the session replays.
If you see them not doing anything or are they a, then this is the spot to fix.
Show them some sort of feedback.
At least, tell them that the task is finished.
N (No perceived value):
Look if a user engages with the features less often.
This means, they are not seeing it as valuable.
Your SaaS is valuable. I get it.
But, your users need to get it.
That’s why in your dashboards, show the outcome of the feature they are ignoring.
Even if it is a little metric, it counts.
E (Excessive Guidance)
Look at your session replays, the spots wherever you are educating your users.
If Users are closing the onboarding tour or modals halfway through or clicking random areas to escape overlays or even clicking “Next” fast without reading...
Then you know what to fix.
D (Dead, Empty States)
At your funnel, look at the places where most users drop off.
Then, look at those screens.
If they are empty and have no CTA or next step, you now have work.
Give them at least one thing to do.
The minimum you can do is to make them explore a new feature.
Now that you have learned everything, it is now time to fix it.
Here are three
Step 1 of Fixing:
Rank the fixes.
Not all fixes are equal.
Some are making you lose more money than the others.
Once you found them with the methods I gave you in previous chapters, rank them.
Rank each leak by:
Fix the ones that:
If you need a rule: If it’s killing the “aha” moment → fix it first.
Step 2: Map the Leak to Where It Belongs (using C.H.U.R.N.E.D.)
You’ve already prioritized your user leaks.
Now it’s time to assign each leak to a letter in the C.H.U.R.N.E.D. framework,
This makes it clear which part of your system is broken and what lever you need to pull.
Step 3: Actually fix it
If you have already followed Step 1 & Step 2, then this step is easy for you.
Just use the wisdom I gave you above, and fix them.
One important thing:
What I said above isn’t some random growth hacks.
These are strategies that are tested on real SaaS products by various experts.
All these will work only if you spend your efforts on one particular thing: Reducing churn.
You now know the playbook.
You’ve seen how the leaks happen.
You’ve seen how to track them with real data.
You’ve even seen how to prioritize and fix them.
Awesome!!!
But let me hit you with some truth:
You’re still too close to your product to see the leaks clearly.
Your team is Emotionally attached.
Your PM is Already stretched thin.
And, your roadmap is stacked with “growth” features that won't matter if users keep ghosting on Day 3.
And now you’re faced with a choice:
You can go apply this yourself, test slowly, and maybe see a lift in 6 months...
Or:
We can find and fix the top 3 UX leaks inside your product in days.
Here’s how it works:
I’ll run a free UX Leak Diagnostic on your product.
What you’ll get:
No pressure to work with me after.
But if you want help fixing it, we’ll talk about the 10/90 offer (it is cooler than you think, and makes you $)
It takes maybe 30 seconds to book a call, But it will be, for sure, worth for you more.
3 companies have already fixed their UX leaks with me.
Now, it’s your turn.
I will expose 3 leaks in your SaaS. For free.
Now is the time.
Do it now, before you lose more users.
Waiting for you,
Farhan Tawfeeq,
Founder,
BrightCav,
Helping SaaS slash churn
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