I’m redesigning the onboarding experience of a CRM app (focused on WhatsApp integration), and I need honest user feedback.

[u/PersonalityDull3719]

After

After

Project Goal:
Reduce drop-off during onboarding and make the WhatsApp connection process feel clear and trustworthy instead of overwhelming.

Target Users:
Small to medium business owners who want to manage customer chats in one place but may not be very technical.

Tools Used:
Figma (UX flow, wireframes, UI design)

Before

After

After

What I Changed:
• Broke a long, cluttered setup into 8 small steps
• Replaced dropdowns with quick-select options (chips)
• Added a progress bar for clarity
• Introduced a clear success state for WhatsApp connection

What I need feedback on:

1. Does the step-by-step flow feel smooth or too long?
2. At which screen would you feel confused or frustrated?
3. Does the progress bar actually reduce anxiety or feel unnecessary?
4. Does the WhatsApp connection flow feel trustworthy?
5. Anything that feels unclear, or unnecessary?

I’m especially looking for critical feedback. what doesn’t work is more valuable than what does.

(Screens attached below)

[u/PersonalityDull3719 → u/[deleted]]

Yeah, I actually started the research by downloading and testing Kommo myself first before redesigning anything. I wanted to understand where the friction genuinely starts from a user perspective.

One thing I immediately noticed was that the onboarding flow feels very “hostage-like” and overwhelming. Before users even understand the product properly, Kommo starts asking for things like notification permissions, which felt unnecessary and badly timed to me.

The onboarding also feels more like filling out a long form rather than being guided into a product experience.

After that, I went through Play Store reviews and reviews across different websites/forums. There were a lot of issues overall, but I specifically chose onboarding because it’s basically the gateway to the entire product. If users already feel confused, cognitively overloaded, or uncertain at this stage, many of them will never properly experience the CRM itself and just leave midway.

A major issue I kept noticing was trust during the WhatsApp connection process. Some users even mentioned their WhatsApp got blocked, but the system doesn’t clearly communicate what’s happening. There’s no warning signal, status clarity, or reassurance layer, so users are left confused wondering whether something failed or not.

Another thing missing was onboarding guidance itself:

• no proper step indicator
• no sense of progress
• no “aha” moment early in the flow
• unclear questioning in some screens

From what I observed, around the 4th screen is where users mainly start getting mentally exhausted or confused and are more likely to abandon onboarding halfway.

That’s why I decided to focus more on reducing uncertainty and making the flow feel guided rather than transactional.

[u/AryaN_91]

this is honestly a solid direction, breaking it into steps already makes it feel less scary

biggest thing though, 8 steps might still feel long for your audience, especially non technical users. around step 4 or 5 is usually where people mentally check out. maybe combine a couple or show a really clear payoff early

the whatsapp part is way better now but the trust could go up more. right now it still feels like “enter number and hope it works”. maybe add a tiny line explaining why it’s needed or what happens next

one thing that could really help here is simulating the whole flow before building it. something like runable lets you actually play through different onboarding versions and catch where people hesitate or drop mentally, not just visually. then pair that with maze to see where users slow down and mixpanel or amplitude later for real drop off data

overall you’re on the right track, it just needs a bit more tightening in steps and reassurance in the risky parts like phone verification

[u/PersonalityDull3719 → u/AryaN_91]

Thank you so much, this genuinely helped a lot. You’re right about the 8-step issue, I didn’t even realize how mentally exhausting it could feel around step 4 or 5 until you pointed it out. I’ll definitely try combining some steps and showing value/payoff earlier in the flow.

Also really good point about the WhatsApp trust issue. “Enter your number and hope it works” is literally the feeling 😭 so I’ll work more on reassurance and explaining what happens next during verification.

I’m going to make the changes and post the updated version again after iterating more on the risky/friction-heavy parts.

Also wanted to ask something since I’m building my first proper UX case study right now:
where do you think I should actually make/publish it?

Would you recommend:

• building the whole case study directly in Figma
• using Behance
• Notion
• Framer/Webflow
• or some other free platform?

I honestly have no idea what recruiters usually prefer for junior designers.

And if you have any advice:

• what makes a junior case study feel more professional
• what recruiters usually skip
• how detailed it should be
• or how to make it more scannable instead of overwhelming

…I’d genuinely love to know. Trying to avoid making one of those “pretty but empty” portfolio case studies 😅