In almost every first intake call, someone says the problem is onboarding. When we ask which screen, the room goes quiet, then several people name different ones.
User journey analytics, as we practise it, begins with a boring list. Welcome. Permission. Phone number. Wait. OTP. Name. Skip. Store chooser. That list is already an argument. If two of those screens are spoken of as one, the stall will be blamed on the wrong room.
A mapping day in February in George Town spent forty minutes only on the permission screen of a delivery app. The team had filed it under onboarding. The people we watched treated it as a street-level decision: camera or not, here, now. Once the card had its own name, the copy discussion changed. They stopped talking about a “welcome tone” and wrote a sentence about why the camera was being asked for before an address existed.
If your notes still say onboarding in the heading, try rewriting the heading as the first three screens a visitor can actually see. The rest of the journey work gets easier.