Case Study: Narrative (Narrative Clip) cuts new-user onboarding time in half with Autopilot

A Hardware Startup Delivering a World-Class Onboarding Experience

Narrative, the maker of the wearable camera Narrative Clip 2 founded in Sweden with offices in San Francisco, built a passionate community after a hugely successful Kickstarter but still saw many new users drop off before they became engaged customers. The company’s challenge was clear: increase new‑user activation and long‑term retention by getting people to register, log into the mobile app, and upload photos quickly.

A cross‑disciplinary team mapped the onboarding journey, identified the key activation behaviors, and used Segment as a data hub plus Autopilot to send behavior‑based, personalized emails and texts aimed at getting users to log in and upload photos within two days. The automated, segmented journeys cut onboarding time in half, boosted app downloads and customer satisfaction, and put users into ongoing nurture tracks to improve long‑term retention.

Narrative Clip

Sarah Massengale

Community Manager