4 Reasons Why Users Abandon Apps and How to Fix It

Nussi Einhorn
4 Reasons Why Users Abandon Apps and How to Fix It

You built and designed an awesome app.

It has amazing features, and people started using them. But after some time, you notice fewer and fewer people are downloading and using your app. Now you're wondering what's going on.

Apps are used for a variety of reasons, depending on the app and the user.

They help people perform tasks or access information while they’re on the go, without having to use a desktop computer or navigate a website.

A lot of people also use apps to help them stay organized, manage time, facilitate communication, and complete tasks more efficiently.

So again, if your app has all these amazing features and is this useful to so many users, why have they abandoned it?

What is wrong here?

This all comes down to the overall user experience (UX) of your app. As we all know, a good user experience is important because it helps ensure that your users are able to easily and efficiently accomplish their goals when interacting with your product or service.

There may be different areas of your app's UX that require improvement, resulting in app abandonment.

Now, don’t fret! I got you!

In this article, I discuss the various UX-related concerns that make your users leave your apps and offer realistic solutions to prevent this from going downhill.

1. It does not feel secure.

People subconsciously rate the security of your app based on its design—the look and feel!

When users don't feel secure while using your app, of course, they are less likely to trust the app, use it less frequently, or worse, tell others not to download or use it at all!

✅ How to fix it:

🔹 Update your design:

This will send a message to your users that you are a respected tech team that works hard to create a great user experience and an appealing interface.

🔹 Have multiple security statements:

Mention statements about how data is stored and handled throughout the app. This sends a clear message to your users that your team is concerned about their data and privacy. The following are examples of statements you can use.

  1. "Your data is securely encrypted."
  2. "We use industry-standard security measures to protect your information."
  3. "Your account is protected with multi-factor authentication."
  4. "We are PCI-compliant to ensure the safe handling of sensitive information."
  5. "All transactions on our platform are SSL-encrypted."
  6. "We regularly audit our systems to ensure the highest level of security."
  7. "We are compliant with all relevant security and data protection regulations."
  8. "Your personal information is never shared with third parties without your consent."

🔹 Add human images and illustrations

These are the top free stock photography websites you can use:

  1. Unsplash
  2. Pexels
  3. Life of Pix
  4. Burst by Shopify
  5. Gratisography

This will give your app a more human and approachable feel. Don't be solely concerned with data and functionality. Add fun quotes, emojis, and other cute things to make your users feel like they're interacting with a brand rather than just software!

2. Your app is too buggy

When people are trying out a new software solution, they look for reliability.

If your app is buggy — you will lose your users' trust immediately! 😕

The app or software may not function properly or as intended, which can result in a variety of problems, including errors or crashes, data loss, security vulnerabilities, and decreased productivity.

No one wants to go through all that!

✅ How to fix it:

🔹 Testing and Quality Assurance: By thoroughly testing the software before release, many bugs can be identified and fixed early on, reducing the number of issues that users will encounter.

🔹 Automated testing: Using automated testing tools and frameworks can help to test the software more efficiently and quickly and find the bugs more effectively.

What is automated testing?

Automated testing is a process of using software tools to perform a series of tests on a software application without the need for human intervention. It is an essential part of the software development process for SaaS products, as it allows for faster and more efficient testing while also ensuring a higher level of accuracy and consistency. Automated testing can help SaaS product development teams quickly identify and fix bugs, improve the overall quality of the product, and release updates and new features at a faster pace.

The following are examples of automated testing tools that you can use for your software:

  1. Selenium: A popular open-source testing framework that supports a wide range of programming languages and web browsers.
  2. Appium: A cross-platform mobile testing tool that supports both Android and iOS platforms.
  3. TestComplete: A commercial automated testing tool that supports a wide range of application types including desktop, web, and mobile applications.

🔹 Assemble a beta community: This is to test your releases before you go public.

Here are some steps you can follow to assemble a beta community for app testing:

  1. Define your target audience: Determine who your app is designed for and what kind of users would be most likely to benefit from it.
  2. Find beta testers: Reach out to potential beta testers through social media, email lists, or online forums. Consider offering incentives or rewards for participation to encourage more people to sign up.
  3. Provide clear instructions: Clearly explain how to download and install the app, how to report bugs or provide feedback, and any other important information.
  4. Use a beta testing platform: There are many beta testing platforms available, such as TestFlight, Google Play Beta Testing, and Beta Family, that can help you manage and distribute your app to beta testers.
  5. Collect and analyze feedback: Encourage beta testers to provide feedback and bug reports, and make sure to respond to their comments and address any issues that arise.
  6. Make updates and improvements: Use the feedback you receive from beta testers to make improvements and updates to your app before launching it to the public.

To my surprise, I’ve seen A LOT of software fail because it was simply BUGGY.

App bugginess is the #1 UX issue!

3. They didn’t find a solution to their problem

In other words, the users didn’t find your app useful.

When users come to your app intending to solve a specific problem, and they don’t see a path to the solution, they will ultimately abandon your app. 🏃

Many times, people believe your app is useless due to a lack of support. For example, if the software lacks adequate documentation or support, users may become confused and unable to solve problems.

✅ How to fix it:

🔹 Educational email series:

Create a basic email funnel for all new users. It will send them a series of educational emails to familiarize them with the capabilities of your app.

You can use any of the following tools for your email series/funnel:

  1. Mailchimp
  2. Aweber
  3. GetResponse
  4. Campaign Monitor
  5. Constant Contact

🔹 Hand-hold them until they reach their first milestone:

Measuring the progress of your users towards crucial milestones is an important aspect of providing quality support. By keeping track of these milestones, you can ensure that your users are on the right path toward achieving their goals and getting the most out of your platform. Some important milestones to consider include setting up a project, importing their first customer, and starting a chat.

To measure the progress of your users, you can use various tools such as analytics software or a simple check-in process. For example, you can set up analytics to track the number of projects that are created and the number of customers that are imported. This will give you a clear understanding of how many users are actively using the platform and how many are struggling to get started.

Once you have a clear understanding of your users' progress, it's important to provide them with support until they reach the milestones. This can include providing tutorials, videos, or step-by-step guides on how to complete each task. You can also offer live support through chat or email, allowing users to reach out to you directly with any questions or concerns they may have.

Overall, measuring and supporting your users' progress toward crucial milestones is a key component of providing quality customer support. By helping your users reach these milestones, you can ensure they are getting the most out of your platform and are on their way to achieving their goals.

There are several software tools that you can use to help your users reach crucial milestones and provide support along the way. Some of these tools include:

  1. Analytics software: Google Analytics, Mixpanel, or Heap are popular analytics tools that can help you track user progress and monitor crucial milestones.
  2. Customer relationship management (CRM) software: tools like Hubspot, Salesforce, or Zoho CRM can help you manage and track customer interactions and support requests.
  3. Live chat software: Intercom, Drift, or Zendesk Chat are live chat software that can help you provide real-time support to your users.
  4. Helpdesk software: Zendesk, Freshdesk, or Groove are popular helpdesk software that can help you manage and track customer support requests.
  5. Project management software: Asana, Trello, or Monday.com are project management tools that can help you manage and track projects, tasks, and milestones.
  6. Video hosting and tutorial software: Vimeo, YouTube, or Wistia is video hosting platforms that can help you provide video tutorials and support to your users.

These are just a few examples of software tools that can help you provide support to your users and help them reach crucial milestones. The specific tools you choose will depend on your specific needs and the type of support you want to provide.

🔹 Show them sample templates:

You can show your users how other people have solved problems similar to theirs. This will provide them with a vivid example of how your tool can assist them!

🔹  Software Demo Webinars:

You can have a webinar running 24/7 and sign up your new customer as you sleep. This will make your customers feel like you have a course for them on how to use your software! 👨💻

Don’t leave them hanging or make them feel alone in their UX journey!

4. Their first user experience was just simply awful!

Many companies spend months (even years) developing a mobile app only to discover that users open it once and never come back.

You know that your app is amazing. But why do they do that?

Here are some of the reasons:

- A Marketing & Communication Problem

They download the app with the intention that it will solve a specific problem. Once they open the app they then discover that it is not the case.

- They need some training and handholding

Upon their first visit, they have no onboarding demo, so they never visualize how the app can be used in their specific situation. They needed a tour!

- They get overwhelmed and scared away

The app was too cluttered with options and elements, which got them scared. They will always be scared to visit the app aging — resonating with that first feeling of overwhelm!

✅ How to fix it:

🔹 Make it easy to start.

Ensure that users can quickly and easily download, install, and start using the software without any unnecessary steps.

🔹 Provide a clear onboarding process

Here are some steps to help you provide a clear onboarding process for an app:

  1. Start with a clear introduction: Begin the onboarding process with a clear introduction to the app, its purpose, and its key features. Use simple language and engaging visuals to make it easy for users to understand.
  2. Break down the process into smaller steps: Divide the onboarding process into smaller, manageable steps. This makes it easier for users to follow along and understand what they need to do at each stage.
  3. Use interactive elements: Make the onboarding process interactive by using animations, videos, and other elements that make the process engaging and entertaining.
  4. Highlight the benefits: Throughout the onboarding process, highlight the benefits of using the app. This helps to keep users motivated and engaged and makes them more likely to continue using the app in the future.
  5. Provide clear instructions: Provide clear, concise instructions for each step of the onboarding process. Use visuals and examples to make it easier for users to understand what they need to do.
  6. Test the onboarding process: Before launching the app, test the onboarding process with a small group of users to identify any potential problems or areas for improvement. This will help to ensure that the process is as smooth and user-friendly as possible.
  7. Continuously improve: Regularly review and improve the onboarding process based on feedback from users. This will help to ensure that the process remains relevant and effective over time.

By following these steps, you can provide a clear and effective onboarding process for your app that will help users understand how to use the app and get the most out of it.

🔹 Make it visually appealing

Use a clean, modern design that is easy on the eyes and makes the software easy to navigate.

Here are some tips for making an app visually appealing to users:

  1. Choose a cohesive color palette: Choose a color palette that is harmonious and appealing, and use it consistently throughout the app.
  2. Use high-quality graphics and images: Use high-quality graphics and images that are well-designed and visually appealing. This can help to make the app look professional and attractive.
  3. Implement a clean and simple design: A clean and simple design can help to make the app look modern and user-friendly. Avoid clutter and use white space effectively to create a visually appealing and easy-to-use app.
  4. Make use of typography: Use a font that is easy to read and appealing, and consider using different font sizes and styles to create visual interest and hierarchy.
  5. Incorporate animations and micro-interactions: Use animations and micro-interactions to bring the app to life and make it more engaging for users. For example, you can use animations to provide feedback for user actions or to provide visual cues for navigation.
  6. Optimize for different devices: Make sure the app looks good and is usable on different devices, including both small and large screens. This can help to ensure a positive user experience for all users.
  7. Consider accessibility: Consider the needs of users with disabilities and ensure that the app is accessible and usable for all users. For example, you can use high-contrast color combinations to make the app more readable for users with color blindness.

🔹 Make it easy to customize

Give users the ability to customize the software to their specific needs and preferences.

How to do this? Check out these 5 tips we compiled for you.

  1. Use a modular architecture: Break down the app into smaller, reusable components that can be easily modified or replaced.
  2. Provide clear documentation: Create comprehensive documentation that explains how the app is structured, how it works, and how it can be customized.
  3. Use standardized coding practices: Follow industry-standard coding practices and naming conventions, which makes it easier for developers to understand and modify the code.
  4. Use a flexible design: Ensure that the app's design is flexible and easily adaptable to different styles, color schemes, and branding.
  5. Provide configuration options: Provide users with configuration options that allow them to modify the app's behavior without having to modify the source code directly.

🔹 Show the value

Highlight the main benefits of your software and how it can help users to achieve their goals or tasks.

To show users the value of your software, you can:

  1. Identify the user's pain points and demonstrate how your software solves them.
  2. Provide testimonials or case studies from satisfied customers to show real-world examples of the software's benefits.
  3. Offer a free trial or a demo of the software, so users can experience its value firsthand.
  4. Highlight the unique features and advantages of the software compared to similar products on the market.
  5. Show how the software can save users time, and money, or improve their productivity or efficiency.


A good user experience (UX) is essential for the success of any application or digital product.

If your users do not find your app useful and easy to use, it may result in a lack of engagement and suffer from software adoption issues. As a result, your company's productivity and even revenue may be greatly affected.

Additionally, users may seek alternative solutions and your app may lose market share (yikes!).

It is important for software developers to gather feedback from users, forms effective user engagement strategies, and make improvements to the app's user experience design, in order to increase its usefulness and make it more user-friendly.

Always keep in mind that it is critical to update and improve your app on a regular basis in order to meet the changing needs of your users. Remember, we are all after user satisfaction.

Now, how is your app performing, really?

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