That one investor email about our onboarding flow made me rebuild everything

Back in February we had a demo with a VC in Toronto, and she spent like 10 minutes clicking through our signup. Then she just said, 'if I have to think about what happens next, I'm gone.' We had this 5 step onboarding with progress bars and tooltips and all that. I thought it was slick. Turns out it was just friction dressed up. We cut it down to 2 steps and moved the KYC stuff to a background check that runs while they wait. Churn on that screen dropped from 61% to 38% in about 6 weeks. Has anyone else gotten brutal feedback that actually fixed a core flow instead of just patching around it?

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