The Challenge
Converting standard ISP customers into premium security software subscribers required frictionless onboarding. Any UX friction in the web-to-app signup flow drove up expensive Tier-1 support tickets and caused Day-30 trial churn.
The Approach
I oversaw Viasat Shield from product definition through launch and ongoing activation improvements. I orchestrated a complete teardown and redesign of the self-serve subscription and app-activation funnels. By implementing deep funnel instrumentation, I identified where people dropped off between the web portal and the mobile app, redesigning the flow to eliminate dead-ends and automate self-serve remediation.
Impact
Launched the product and improved onboarding, reducing both customer support ticket volume and trial abandonment through data-driven UX friction removal.
