Sales & Conversion
Personas
SaaS & Startup
Time to ROI
Short-term (< 3 months)
Last year, I was brought in to help a B2B SaaS that was drowning in signups but starving for paying customers. Their metrics looked impressive on paper—thousands of new users monthly, slick onboarding flows, minimal friction everywhere. But here's the problem: most users tried the product once and disappeared forever.
While everyone else was obsessing over "frictionless" experiences, I did something that made my client almost fire me: I made their signup process harder. Way harder. Credit cards required upfront. More qualifying questions. Essentially, I built walls where everyone said to remove them.
The results? Signups dropped 60%, but conversion to paid users increased by 180%. More importantly, we finally had engaged users who actually loved using the product.
This experience taught me that lovable user experience isn't about removing all friction—it's about designing the right friction for the right people. Here's what you'll learn:
Why "frictionless" UX often creates more problems than it solves
The strategic friction framework I use to qualify users before they enter your product
How to make users fall in love with your product by respecting their time and intent
Real examples from B2B SaaS and ecommerce where "harder" signup flows increased conversions
The psychology behind why people value what they work for more than what comes easy
If you're tired of high signup numbers that don't translate to business results, this playbook will change how you think about user onboarding forever.
Industry Reality
What Every UX Designer Has Been Taught
Walk into any UX design course, read any conversion optimization blog, or attend any growth conference, and you'll hear the same gospel preached over and over: "Reduce friction at all costs."
The conventional wisdom is crystal clear:
Make signup as easy as possible - Remove form fields, offer social login, never ask for credit cards upfront
Minimize cognitive load - Simplify everything, use progressive disclosure, guide users step-by-step
Optimize for speed - Get users to their "aha moment" in under 60 seconds
Remove barriers - No questions asked, instant access, trial everything
Measure everything by volume - More signups equals better UX, conversion rates trump engagement quality
This approach exists because it works... sometimes. In the early days of SaaS and ecommerce, when fewer people were online and competition was minimal, casting the widest net made sense. Get everyone in the door, figure out who's valuable later.
But here's where this breaks down in 2025: The internet is full of tire-kickers, freebie hunters, and people who signup for everything but commit to nothing. When you optimize for maximum signups, you often get minimum commitment.
The traditional UX approach treats all users the same, assuming that someone who stumbled onto your site accidentally has the same potential value as someone who's been researching solutions for months. It optimizes for quantity over quality, and in doing so, creates a fundamental misalignment between what your business needs (engaged, paying customers) and what your UX delivers (anyone with an email address).
Most UX designers focus on removing pain points without considering that some pain points are actually filtering mechanisms that help you find people who genuinely need what you're offering.
Consider me as your business complice.
7 years of freelance experience working with SaaS and Ecommerce brands.
The B2B SaaS client I mentioned came to me with a classic problem. Their growth team had optimized their signup flow to perfection—or so they thought. Single-step signup, social login options, no credit card required, instant access to all features during the trial.
The numbers looked amazing in their weekly reports. Thousands of new signups monthly, decent traffic conversion rates, and a beautifully smooth funnel that any growth hacker would be proud of.
But when we dug deeper into user behavior, a disturbing pattern emerged: 78% of users never returned after their first session. The average trial user spent less than 8 minutes in the product across their entire trial period. Support tickets were flooding in from confused users who had no idea what the product actually did.
The client's founders were frustrated. They'd built something genuinely useful—a project management tool for creative agencies—but they felt like they were running a revolving door instead of growing a sustainable business.
My first instinct was to follow the UX playbook: improve onboarding, add more tooltips, create guided tours, send better email sequences. We tested all of that. The engagement numbers improved marginally, but the core problem remained.
That's when I realized we were treating symptoms instead of the disease. The issue wasn't that users didn't understand the product—it's that the wrong users were getting in. We were optimizing for anyone with an email address instead of creative agency owners with real project management pain.
The "frictionless" signup was attracting students, job seekers, random browsers, and people who just wanted to see "what this thing does." Meanwhile, the people who actually needed project management software—busy agency owners—were lost in the noise.
So I proposed something radical: make signup harder. Add qualifying questions. Require credit card information upfront. Filter aggressively for the right users before they ever saw the product.
My client's initial reaction was predictable: "Are you trying to kill our growth?"
Here's my playbook
What I ended up doing and the results.
Here's exactly what I implemented, step by step, and why each element was crucial for creating a truly lovable user experience:
Step 1: The Strategic Friction Audit
Before changing anything, I mapped out the entire user journey and identified three types of friction:
Bad friction: Confusing navigation, slow load times, broken forms
Neutral friction: Standard form fields, account creation steps
Good friction: Qualifying questions that help users and filter intent
Most UX audits only focus on removing bad friction. I focused on strategically adding good friction.
Step 2: The Qualifying Question Framework
Instead of a simple "Email + Password" signup, I created a multi-step form that asked:
"What type of agency do you run?" (with specific options, not free text)
"How many active projects do you manage monthly?"
"What's your biggest project management challenge right now?"
"When are you looking to implement a new solution?"
Each question served dual purposes: it collected valuable data for personalization AND it required genuine investment from the user.
Step 3: Credit Card Upfront Strategy
This was the most controversial change. We moved from "no credit card required" to "credit card required for trial." The psychology here is crucial: when someone enters payment information, they're making a micro-commitment. They're saying "I'm serious enough about this problem to risk $1 of transaction verification."
Step 4: Personalized Onboarding Based on Intent
Using the qualifying data, we created different onboarding paths for different agency types. A web design agency saw different use cases than a marketing agency. This wasn't just cosmetic—the entire trial experience was tailored to their specific workflow.
Step 5: The "Commitment Escalation" Sequence
Instead of giving full access immediately, we introduced progressive commitment. Users got access to core features first, then unlocked advanced features by completing specific actions (like inviting team members or importing their first project).
The key insight: lovable UX isn't about making everything easy—it's about making the right things easy for the right people.
Each friction point was designed with empathy. Agency owners don't mind answering a few questions if it means getting a more relevant experience. They don't mind entering a credit card if it signals they're working with a serious business tool, not a freemium toy.
Strategic Filtering
The qualifying questions weren't just data collection—they were a filtering system that attracted serious users while deterring casual browsers.
Commitment Psychology
Requiring credit card info created psychological ownership. Users who entered payment details were 340% more likely to complete onboarding.
Progressive Unlocking
Instead of overwhelming users with all features, we unlocked capabilities based on usage, creating natural achievement loops.
Personalization Engine
Different agency types saw different workflows, making the product feel custom-built for their specific needs rather than generic.
The results spoke for themselves, but not in the way traditional UX metrics would suggest success:
Signup Volume Impact: Total signups dropped from 2,400/month to 960/month—a 60% decrease that initially terrified the client.
But here's what actually mattered:
Trial-to-paid conversion jumped from 3.2% to 17.8%—a 5.5x improvement
Average session time increased from 8 minutes to 34 minutes per trial period
Support tickets dropped 40% because qualified users understood the product better
Net revenue increased 180% despite fewer total signups
More importantly, we started getting testimonials that mentioned how much users "loved" the product. Before, we got polite feedback. After, we got passionate advocates.
The timeline was faster than expected. Within 30 days, we could see the engagement metrics improving. By day 60, the conversion improvements were clear. By day 90, the client was asking me to apply the same principles to their entire customer journey.
The unexpected outcome? Customer success stories improved dramatically. When people work a bit to get into your product, they value it more. When they're pre-qualified, they stick around longer. When they've made micro-commitments, they're more likely to make macro-commitments.
What I've learned and the mistakes I've made.
Sharing so you don't make them.
After implementing strategic friction across multiple client projects, here are the key insights that every founder should understand:
Lesson 1: Friction isn't the enemy—misaligned friction is. The goal isn't zero friction; it's right-friction. Strategic barriers help both you and your users.
Lesson 2: Quality metrics beat quantity metrics every time. 1,000 engaged users are worth more than 10,000 casual browsers. Focus on conversion depth, not conversion width.
Lesson 3: Users value what they invest in. When someone works to access your product, they're psychologically invested in making it work. This is basic commitment psychology.
Lesson 4: Qualification is a two-way street. Your signup process should help users self-select out if they're not a good fit. This saves everyone time and frustration.
Lesson 5: Personalization starts before the product. Use qualifying questions to customize the entire experience from day one, not just email sequences.
Lesson 6: B2B buyers expect professional barriers. A business tool that's too easy to access might seem unprofessional or toy-like to enterprise buyers.
Lesson 7: Test friction additions, not just friction removal. Most A/B tests focus on removing steps. Try adding strategic steps that improve qualification.
When this approach doesn't work: High-volume consumer products, impulse purchases, or markets where trial and error is part of the discovery process. Strategic friction works best for considered purchases and B2B solutions.
How you can adapt this to your Business
My playbook, condensed for your use case.
For your SaaS / Startup
For SaaS startups, implement strategic friction by:
Adding 2-3 qualifying questions to your signup flow
Requiring credit card for trials (even $1 verification)
Creating role-based onboarding paths
Progressive feature unlocking based on engagement
Measuring engagement depth over signup volume
For your Ecommerce store
For ecommerce stores, create lovable experiences through:
Quiz-based product recommendations that require investment
Account creation with preference-setting steps
Shipping calculator that shows real costs upfront
Size/fit questionnaires that reduce returns
Wishlist features that create return engagement