Customer Journey insights shaped YOXO’s strategy to boost customer conversion
Through data deep dive analyses, YOXO, Romania’s first fully digital mobile subscription, knew exactly how to increase customer acquisition.
Client
Industry
Headquarter
Customer since
Optimize the user journey from ad click to customer conversion.
Due to confidentiality agreements, we cannot disclose Yoxo’s specific results. However, we can confirm they maintain their position as the market leader in Romania’s martech sector while continuing to experience growth.
YOXO is the first fully digital mobile subscription, running under Orange Romania.
It allows users to handle everything via an app: setting up a number, modifying their plan, managing payments, and so on. No need to visit a store.
More info at: www.yoxo.ro
The challenge
YOXO needed to analyze customer behavior across multiple touchpoints: from ads to website visits to app usage. The product team struggled to centralize this data and identify which funnel brought in more engaged users: downloading the app directly or first exploring the website. Without clear insights, roadmap discussions and onboarding optimizations were based more on assumptions than on evidence.
How InnerTrends helped
InnerTrends gave YOXO a clear framework to track, measure, and interpret the entire onboarding funnel. By unifying customer journey data and surfacing actionable insights, the data deep dive analyses provided by InnerTrends helped the team understand not just where users were coming from but also why certain paths converted better.
With InnerTrends, YOXO compared two key funnels:
App-first approach – directing users straight to the app download.
Website-first approach – guiding users to the website before encouraging them to download the app.
The analysis revealed a counterintuitive truth: the website-first path led to higher conversions. Prospective users who explored the website felt more informed and confident, making them more likely to download and activate the app. Based on these findings, YOXO refined its onboarding journey, ensuring each touchpoint (from banner click to app use) built trust and readiness.
The collaboration with InnerTrends transformed YOXO’s product development culture:
Shift to data-driven decision making – Roadmap discussions and feature prioritization now start with user data and insights.
Improved team alignment – Product owners, developers, and executives share a common understanding of customer behavior, creating a stronger foundation for collaboration.
Higher conversion rates – By optimizing the onboarding funnel, YOXO successfully increased app adoption.
Clarity at every level – From day-to-day product execution to executive strategy, data now drives confidence, motivation, and customer-centric decisions.