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Noroff Case Studies

Userpilot Case Study

Author: Jonas Larsen

Userpilot Case Study

Table of Contents

Introduction

Userpilot is a UX monitoring and onboarding tool designed to help SaaS and digital product teams improve in-app user experiences. By combining user tracking, analytics, and in-app engagement tools, Userpilot empowers product managers and UX designers to create guided user experiences that support onboarding, promote new features, and enhance feature adoption—all without requiring developer input. This case study examines Userpilot’s features, history, and competitive positioning within the UX monitoring market.

Brief History

Userpilot has progressively expanded its offerings since its founding:

  • 2018 - Userpilot is launched, focusing on onboarding and in-app guidance to support product growth for SaaS companies.
  • 2019 - Userpilot introduces Net Promoter Score (NPS) feedback collection, enabling companies to capture user sentiment and address friction points.
  • 2021 - The platform adds no-code segmentation tools, enhancing personalized onboarding and feature announcements.
  • 2022 - Advanced UX analytics and A/B testing features are introduced, helping companies refine user flows and make data-driven improvements.

Main Features

Userpilot provides several core functionalities aimed at optimizing in-app user experiences:

1. In-App User Flows and Guided Tours

Userpilot enables product teams to create custom, guided user journeys within the app. Using a no-code visual editor, teams can build interactive tutorials, tours, and modals that simplify onboarding and accelerate time-to-value for users.

2. User Segmentation and Personalization

User segmentation based on behavior and engagement data allows Userpilot to deliver tailored user experiences, helping increase retention by making users feel individually catered to.

3. UX Monitoring and Analytics

Userpilot’s analytics track engagement and feature adoption, with metrics such as engagement rate, task completion, and session duration. These insights enable product teams to understand user behaviors and optimize features accordingly.

4. Feedback Collection

The platform provides tools to collect in-app feedback via surveys and NPS, helping teams make informed, data-driven improvements to the product.

5. No-Code Interface for UX Changes

Userpilot’s no-code interface allows non-technical team members to create, modify, and test in-app experiences quickly, facilitating faster experimentation and responsiveness to user needs.

Market Comparison

Userpilot is positioned within the UX and onboarding tool market with several unique advantages:

  • Ease of Implementation: Userpilot’s no-code setup allows fast deployment and updates.
  • Customization and Personalization: The platform’s segmentation tools support highly personalized user flows.
  • Data-Driven Insights: Real-time analytics provide actionable insights for product teams.

Limitations of Userpilot include:

  • Limited Feature Set Compared to Full-Service Platforms: Some companies may find Userpilot’s analytics lacking compared to full-scale data platforms.
  • Restricted External Customization Options: Userpilot’s UI customization is limited to in-platform controls, which may restrict highly specific branding needs.

Implementation Example

A SaaS company sought to improve feature adoption and streamline onboarding. Using Userpilot, they designed and implemented:

  1. Onboarding Flows: New users received guided tours, while existing users saw targeted feature announcements.
  2. A/B Testing of Onboarding Elements: The team tested different onboarding approaches to optimize for user engagement.
  3. Continuous Monitoring and Iteration: Analytics provided insights into how users responded to onboarding flows, enabling iterative improvements.

Results

Three months post-implementation, the SaaS company reported significant improvements:

  • Increased Feature Adoption: Feature engagement increased by 25%.
  • Higher Onboarding Completion: The onboarding completion rate improved by 40%.
  • Enhanced User Satisfaction: NPS scores rose by 20%, with users noting a smoother onboarding experience.
  • Reduced Development Costs: Userpilot’s no-code tools allowed for UX modifications without developer involvement, reducing associated costs.

Comparison of Userpilot and Hotjar

While both Userpilot and Hotjar are commonly used in UX design, they have distinct applications and audiences:

FeatureUserpilotHotjar
Primary FocusIn-app onboarding, experience customizationBehavior analytics, website heatmaps
Target UsersProduct managers, UX designersUX researchers, marketers, web designers
ImplementationNo-code, focused on in-app customizationTracking snippets for behavior insights
In-App GuidanceGuided tours, in-app messagingLacks direct in-app guidance
Feedback CollectionNPS, surveys, in-app feedbackSurveys, feedback widgets, session recordings
User Behavior TrackingEngagement, retention, task completionClicks, scrolls, heatmaps, session recordings
PersonalizationAdvanced segmentation and personalized flowsLimited personalization; primarily observational
AnalyticsFeature adoption, user flow optimizationScroll maps, heatmaps, behavioral insights
A/B TestingSupports A/B testing for onboardingLacks built-in A/B testing

Conclusion

Userpilot is a versatile tool for enhancing in-app user experiences through onboarding, UX analytics, and user feedback collection. This case study demonstrates how Userpilot’s data-driven UX approach can improve user engagement, retention, and satisfaction while reducing development dependency. Userpilot is particularly valuable for SaaS companies where user retention and satisfaction are central to business success.

references

Userpilot Website

Hotjar Website