Case Study: Hugo achieves a doubling of daily average users with Pendo in-app onboarding guidance

How Hugo makes taking meeting notes a delight

Hugo is a San Francisco–based meeting-notes platform that centralizes searchable notes and feeds decisions into tools like Slack, Jira, and Salesforce. Facing the challenge of teaching diverse teams how to use a flexible product—and standing out beyond generic tooltips and drip emails—Hugo needed a way to guide users contextually, create moments of delight, and turn analytics into proactive engagement rather than just historical insight.

Hugo deployed Pendo to deliver 20 bite-sized, milestone-triggered in-app guides, personalized messages and incentives (including mailed “Welcome to Hugo” packages and real-time upgrade offers), and analytics-driven outreach like high-response “night owl” emails. The contextual, event-triggered approach improved user guidance and delight and doubled Hugo’s daily average users while enabling continual, data-led optimization of the customer journey.

Hugo

Darren Chait

Co-founder