Most of the week went into activation: working on the setup and onboarding redesign with design and engineering. Alongside it: driving RCM calls, the campaign engine kept moving, and live data settled what to do next and what to avoid.
This is the team's focus for the month. The problem is specific: most early churn is people failing to go live, not classic churn, so fixing the path to first value matters more than save-offers later.
With increased front-end capacity, the plan is to move quickly here over the next few weeks. Michaela has come in with a fresh perspective and some impressive early designs.
The 1 in 5 who explore feature cards convert far better, about 11% to paid versus 2% (correlational), so we keep and personalise them. The top signup goals shape it: improve client experience (29%), start a new practice (26%) and grow the practice (25%), together 81% of signups.
v3 direction agreed: embedded forms per step, conditional cards that appear only when relevant (share booking link only after locations and services exist), and a personal founder welcome in place of a transactional first step. Still in design with Nanz and Michaela, going to engineering next.
Built the clickable welcome on the real app screens, with content that adapts to goal and profession, and wrote the conditional copy (five goal-based headlines, migration call versus setup call). → setup-welcome-v2.carlosmccoy.xyz
Exploring whether a longer trial lifts activation and conversion. Built a clickable prototype of the post-signup card-on-file door, where adding a card opens a 30-day trial, on the real app chrome. → trial-door.carlosmccoy.xyz
Landing now and into next month. These are what growth will build campaigns and content around.
The next version of the AI note-taker, with a homepage callout and site banners planned.
Supervision workflows for teams and clinical supervisors.
SMS billing and overages going live.
A reporting MVP for practice insights.
Carepatron's first ever onboarding for staff accounts, an always-on welcome email. Flagged as the missing activation piece, then built and shipped. Early engagement is strong: about 50% open and 10% click.
Being rebuilt to reach all US workspaces, with stronger comms and voice drops and SMS earlier in the sequence.
Work to lift the onboarding call booking rate (Campaign 32): 35 to 42% open but only 23 of 856 book (2.7%), so the leak is the booking step. Turned on exit-on-conversion, fixed the Calendly prefill and CTAs, added a Day-4 SMS, and cut the demo reminder from 9 days to 2.
Set the month's email cadence, value content early and the offer introduced mid-month, to avoid leaning on end-of-month offer fatigue. Early read on the new post-trial email: the warmer version is converting 1.7% versus 1.1%.
Not declining. May read 6.6% bounce, but one cold-list blast (189,749 sends at 9% bounce) skewed the month. Strip it out and May was the healthiest at 1.9%. Also ruled out repeating that blast. → cio-deliverability.carlosmccoy.xyz
Continuing the $1 offer through June, with the bet that improvements to our automated campaigns plus more education and value content drive end-of-month conversion, rather than leaning harder on offer pushes. The data supports it: the Customer.io conversion credit is inflated about 2x (757 reported versus 369 real new-paying in May), and $1 converts retain on par with full price (91.7% still subscribed). → cio-strategy.carlosmccoy.xyz