01
Look beyond the final conversion rate
A funnel can tell you where people stop, but not always what made the step difficult. Conversion friction often appears earlier: a label that sounds unfamiliar, a rule revealed too late, an error that does not explain the recovery path, or a screen that asks for too much at once.
- Trace the behaviour around the step, not just the step's percentage.
- Separate technical failure from uncertainty and hesitation.
- Connect the issue to the visitor's intended task.