DaaS · Product Telemetry

Onboarding journey

Feature usage

Account pipeline

Template activation

User behaviour

Time to go live

Split by template order — these are fundamentally different journeys

First template (cold start)

7.4 wks

▲ 85% above 4-wk target

Subsequent templates (warm)

2.8 wks

✓ Within 4-wk target

Sandbox → UAT time

8.4 days

Baseline

Sandbox → UAT conversion

42%

Baseline

UAT → Prod conversion

64%

Target: 100%

UAT → Prod time

18.2 days

Baseline

% apps meeting SLA

72%

↓ −4pp vs last month

Click any step to expand sub-funnel

Columns: Count Avg time at step Drop-off

Sandbox

Exploration → UAT activation · 148 accounts created

StepCompletionCountAvg timeDrop

1Account created

100%

148

—

▾

Sub-flow: URL accessed → OTP → Landing page

URL accessed

100%

148

—

OTP triggered

96%

142

12 sec

−4%

OTP confirmed

90%

133

1.4 min

−6%

Landing page reached

89%

132

4 sec

−1%

2First login

89%

132

—

−11%

▾

Note: Account created and first login are the same event for sandbox

3Template details page

65%

2.1 min

−27%

▾

Sub-flow: Dashboard → Template list → Template detail

Dashboard viewed

100%

132

—

Template list viewed

86%

113

1.2 min

−14%

Template detail clicked

73%

54 sec

−15%

4Template added

40%

3.4 min

−39%

▾

Sub-flow: Template detail view → Confirm add to account

Template detail viewed

100%

—

Add to account clicked

71%

4.2 min

−29%

Confirmed (template in use)

61%

22 sec

−13%

5Master config completed

22%

3.2 hrs

−44%

▾

Sub-flow: Template use → 9 config steps → Publish clicked

Template in use

100%

—

Categories added

90%

18 min

−10%

Subcategories added

83%

12 min

−8%

Op. capabilities selected

78%

9 min

−6%

Forms setup completed

71%

38 min

−9%

Roles setup confirmed

59%

22 min

−17%

Workflow setup completed

54%

41 min

−9%

Notification setup done

61%↑

8 min

+13%

Payment setup done

56%

19 min

−8%

Publish clicked + confirmed

56%

3 min

⚠ Roles and Workflow setup are the stall points — 17% and 9% drop-off respectively. Workflow averages 41 min, the longest config step.

6Go-live checklist done

11%

1.4 hrs

−52%

▾

Sub-flow: Users created → Theme → Boundary → Go live

Checklist started

100%

—

Users created

88%

11 min

−12%

Theme confirmed

61%

24 min

−31%

Boundary confirmed

52%

8 min

−15%

Checklist completed

48%

2 min

−6%

7Emp/Citizen URL accessed

—

−25%

▾

Terminal step — sandbox account considered activated. This event triggers the Sandbox → UAT conversion clock.

Sandbox → UAT conversion

42%

12 of 148 sandbox accounts

→

Avg. time sandbox → UAT created

8.4 days

From acct created to UAT provisioned

→

Fastest conversion

2.1 days

Best case observed

UAT

Partner-provisioned → Emp URL accessed · 14 accounts · Same funnel steps as Sandbox

UAT account creation sub-flow differs from Sandbox. UAT accounts are partner-provisioned: invitation email triggered → link accessed → password set. There is no OTP step.

StepCompletionCountAvg timeDrop

1Account created

100%

—

▾

Sub-flow: Invite email → link accessed → password set

Invitation email sent

100%

—

Invite link accessed

93%

6.2 hrs

−7%

Password set

93%

2.1 min

2First login

93%

—

−7%

▾

First login coincides with password set — same session. Time here is negligible.

3Template details page

93%

1.8 min

▾

Sub-flow: Dashboard → Template list → Template detail

Dashboard viewed

100%

—

Template list viewed

100%

1.1 min

Template detail clicked

100%

42 sec

4Template added

86%

2.8 min

−8%

▾

Sub-flow: Template detail view → Confirm add to account

Template detail viewed

100%

—

Add to account clicked

100%

1.9 min

Confirmed (template in use)

92%

18 sec

−8%

5Master config completed

64%

5.8 hrs

−25%

▾

Sub-flow: Template use → 9 config steps → Publish clicked

Template in use

100%

—

Categories added

100%

21 min

Subcategories added

100%

14 min

Op. capabilities selected

100%

11 min

Forms setup completed

92%

52 min

−8%

Roles setup confirmed

92%

28 min

Workflow setup completed

75%

68 min

−18%

Notification setup done

100%

9 min

Payment setup done

100%

24 min

Publish clicked + confirmed

100%

3 min

⚠ Workflow setup averages 68 min in UAT vs 41 min in Sandbox — real account complexity is significantly higher. Primary driver of 4-week miss.

6Go-live checklist done

50%

1.8 hrs

−22%

▾

Sub-flow: Users created → Theme → Boundary → Go live

Checklist started

100%

—

Users created

89%

14 min

−11%

Theme confirmed

78%

31 min

−13%

Boundary confirmed

78%

12 min

Checklist completed

78%

2 min

7Emp/Citizen URL accessed

36%

—

−28%

▾

Terminal step for UAT. This event starts the UAT → Production conversion clock.

UAT → Prod conversion

64%

9 of 14 UAT accounts → production

→

Avg. UAT → Prod time

18.2 days

UAT created → Emp URL accessed (prod)

→

5 UAT accounts not yet converted

2 stalled

>28 days in UAT, no progress

Production

Activation + SLA · 9 live accounts

Activation

License issuance

Apply flow

Payment flow

Account created → First citizen application

StepCompletionCountAvg timeDrop

1Account created

100%

—

▾

Production account created by partner after go-live checklist completed.

2First employee login

100%

4.1 hrs

▾

All 9 accounts have had at least one employee login. 4.1 hrs avg reflects same-day setup.

3First citizen login

89%

3.2 days

−11%

▾

1 account has had no citizen login yet. 3.2 days avg to first citizen login — depends on partner publicising the service.

4First citizen application

78%

18.4 days

−13%

▾

18.4 days avg from account created to first application. 2 accounts live but no application submitted yet.

Other functionality

One-time configuration tasks · Measured by time at step + completion, not conversion rate

Boundary setup

Create boundary → Boundary live · Upload data is the friction point

UAT / Prod

Create boundary

2 min

0% errors

Select source

3 min

4% retry

Upload data

18 min

31% errors ⚠

Confirm data

5 min

12% go back

Task completion

StepCompletionCountAvg timeDrop

1Create boundary

100%

2 min

—

▾

Partner names the boundary and selects the account it applies to. Fast and error-free.

2Select source

95%

3 min

−5%

▾

Chooses between OSM, Shape File, or Excel upload. 4% retry suggests some partners select the wrong source type initially.

3Upload data

81%

18 min

−15%

▾

Highest friction step — 18 min avg and 31% error rate. Errors are predominantly file format mismatches. Track boundary.upload_data.failed with error_code to distinguish format vs size vs processing errors.

4Confirm data

71%

5 min

−12%

▾

12% who reach the preview go back — they've seen something wrong in the boundary preview. This is a data quality signal from the upload step, not a UX problem at confirmation.

✓Boundary live

71%

—

▾

30 of 42 boundary setups have completed successfully. 12 accounts have not completed — either in progress or abandoned at upload.

Add new language

Add language → Language live · Provide translations is expected to take hours

UAT / Prod

Add language

1 min

0% errors

Provide translations

4.2 hrs

Expected — manual work

Confirm translations

8 min

24% go back ⚠

Task completion

StepCompletionCountAvg timeDrop

1Add language

100%

1 min

—

▾

Partner selects a language to add from the available list. Fast and reliable.

2Provide translations

93%

4.2 hrs

−7%

▾

4.2 hrs is expected — translating all UI strings is manual work. An unusually short time (<30 min) may indicate incomplete translations. Flag sessions where provide translations takes <30 min for review.

3Confirm translations

86%

8 min

−8%

▾

24% who reach confirm go back to revise translations — they spotted errors or gaps during review. This is the translation quality signal. Track localization.confirm_translations.rejected per account as a quality score.

✓Language live

71%

—

−17%

▾

20 of 28 language additions have gone live. 8 accounts started but have not completed — likely still in the translations step. Alert if not completed within 7 days of initiation.

Integration configuration — OOB vs custom

How many accounts have configured each integration type, and which path did they choose

Integrations · one-time setup

SMS

Amazon SNS (OOB) 11 accounts

Custom (partner-built) 3 accounts

Amazon SES (OOB) 11 accounts

Custom (partner-built) 3 accounts

USSD

OOB provider 7 accounts

Custom (partner-built) 7 accounts

Feature usage

Click any row to expand · Avg uses = avg number of times an account uses this feature per month · Journey status = product decision, not calculated

On journey Off journey Understand

	Feature / Sub-feature	Journey	Avg uses / account / month	Accounts using

Avg uses / account / month = total events ÷ accounts that triggered the feature at least once · Baseline data — thresholds for high/low will be set after 60 days of instrumentation

Total accounts

Across 3 partners

Accounts in UAT

Active in UAT environment

2 stalled >28d

Accounts in prod

Live in production

↑ +1 this month

Total templates

Avg 2.6 per account

↑ +3 this month

Templates stalled >28d

UAT started, not live

Needs attention

Total templates activated

First citizen click received

75% of live templates

Account pipeline — template view

Each row = one template · An account may have multiple rows · Click account name to group

Live + activated Live, not yet activated Stalled In progress

Account	Template	Template ID	Partner	Days	Status
Lagos PartnerCo W. Africa	Trade License	TI-0041	PartnerCo W. Africa	26d	Activated
	Business Permit	TI-0048	PartnerCo W. Africa	19d	Live, 0 citizens yet
	Market License	TI-0052	PartnerCo W. Africa	12d	Configuring
Accra PartnerCo W. Africa	Sanitation Permit	TI-0031	PartnerCo W. Africa	31d	Activated
Accra PartnerCo W. Africa	Health License	TI-0055	PartnerCo W. Africa	8d	Live, 0 citizens yet
Nairobi PartnerCo E. Africa	Business Permit	TI-0038	PartnerCo E. Africa	34d ⚠	UAT stalled
Nairobi PartnerCo E. Africa	Trade License	TI-0044	PartnerCo E. Africa	22d	Activated
Kampala PartnerCo E. Africa	Health License	TI-0039	PartnerCo E. Africa	29d ⚠	UAT stalled
Dar es Salaam PartnerCo E. Africa	Building Permit	TI-0042	PartnerCo E. Africa	18d	Configuring
Dar es Salaam PartnerCo E. Africa	Trade License	TI-0053	PartnerCo E. Africa	14d	Activated

Complete

Current stage

Not started

Stages: Sandbox · UAT active · Master config · Go-live checklist · Live

Account pipeline design note: Rows are templates, not accounts. An account may appear multiple times with different templates at different stages. "Activated" = first citizen click received on that template. The template activation deep-dive is on the Template activation tab.

1 · Template views

How many times has each template details page been viewed, across all accounts and environments

Sandbox UAT

Template type	Total views	Unique accounts	Avg views per account
Trade License	1,840	14	131
Sanitation Permit	642	8	80
Building Permit	510	7	73
Health License	388	6	65
Business Permit	290	5	58
Market License	174	4	44

2 · Time to activation

Template details page viewed → Go-live checklist completed · How long does it take a partner to configure and go live with a template

Sandbox UAT

Configuration funnel — per template

StepCompletionCountAvg time at stepDrop

1Template details viewed

100%

—

Starting point — partner opens a template detail page for the first time.

2Template added

61%

3.4 min

−39%

39% who viewed the detail page did not add the template. Largest single drop — decision point between exploring and committing.

3Master config completed

35%

3.2 hrs

−44%

3.2 hrs avg across all 10 master config steps. Workflow setup is the longest individual step. 44% who added the template did not complete configuration.

4Go-live checklist done

17%

1.4 hrs

−52%

Only 16 of 96 template detail views resulted in a completed go-live checklist. Theme confirmation is the stall point within the checklist.

Overall: 17% of templates viewed reach go-live checklist completion. The biggest loss is at template added (−39%) and master config (−44%).

Time from template details viewed → go-live checklist completed

<1 day

2 templates

1–3 days

4 templates

4–7 days

5 templates

8–14 days

4 templates

>14 days

1 template

Median

Average

6.8d

Fastest

0.4d

Slowest

18d

Of the 16 templates that completed go-live checklist. Note: 80 templates viewed but never reached go-live are not included in this distribution.

3 · Template view → use %

Of accounts that viewed a template detail page, what % went on to add it to their account

Sandbox UAT

Template type	Views	Added to account	View → use %	Avg time view → add
Trade License	1,840	128	7.0%	3.4 min
Sanitation Permit	642	38	5.9%	4.1 min
Building Permit	510	24	4.7%	5.8 min
Health License	388	16	4.1%	6.2 min
Business Permit	290	10	3.4%	7.1 min
Market License	174	5	2.9%	8.4 min

View → use % is low by design — most sandbox users are exploratory. This metric becomes more meaningful once segmented by accounts that went on to activate UAT.

4 · Configuration changes per template

How many times has a template's configuration been edited after initial setup

Instrumentation TBD

This metric needs a definition decision before instrumentation. A "configuration change" could mean any of the following — and each requires a different event:

Post-publish edits — changes made to any master config step (form, workflow, roles, etc.) after the template has gone live. Tracked via existing master_config.* events with a flag indicating the template was already published.

Version increments — if the product supports versioning of templates, track template.version.published with a version number. Count of versions > 1 = number of post-launch changes.

Checklist restarts — if a partner re-enters the go-live checklist after a template is live, that's a proxy for a significant configuration change. Tracked via template.go_live_checklist.started where template is already in live state.

Decision needed: which definition matches how configuration changes actually work in the product? Once agreed, the event and this panel can be built out.

1 · Geography

Auto-captured · PostHog

Sessions by country and city

All user roles · last 30d · hover to inspect · accounts may map to city or department within a city

View

Country · low → high sessions

City · bubble size = session volume

Segment by role in PostHog to distinguish accounts where citizens are engaging vs. accounts with only admin activity. Sessions in cities with no live account may indicate sandbox exploration or VPN usage.

2 · Devices

Auto-captured · PostHog

Employee app

How employees access the product

Desktop 58%

Mobile 34%

Desktop 58% Mobile 34% Tablet 8%

Chrome

61%

Safari

17%

Firefox

11%

34% mobile — employees are processing applications on phones. Direct UX priority signal for inbox, forms, and payment collection.

Citizen app

How citizens access the service

Mobile 82%

11%

Mobile 82% Desktop 11% Tablet 7%

Chrome Android

54%

Safari iOS

23%

Samsung Internet

11%

82% mobile-first. Document upload is the highest drop-off step and most painful on mobile — strongest UX improvement candidate.

3 · Session patterns

Auto-captured · filterable by account

Usage by hour of day

Sessions per hour · separated by role

Account Role

Employee sessions

12am6am12pm6pm11pm

Citizen sessions

12am6am12pm6pm11pm

Peak employee usage 9am–11am and 2pm–4pm. Citizen peak 11am and 4pm–6pm. Maintenance window: 10pm–6am local time.

4 · Error and friction signals

Requires session replay enabled

Rage clicks and JS errors — PostHog session replay automatically flags rage clicks and JavaScript errors. Once enabled at 50% sampling, this panel will show: top screens by rage click frequency, JS error rate by page, and a direct link from any data point to the relevant session recordings. No additional instrumentation needed — just enable session replay before launch so the first real usage is captured.