You just bought a course. You open the app, excited to start. And then — nothing. No confirmation, no clear path, no idea where to go. You start to wonder: did the payment even go through?
This was the experience for a significant portion of Hotmart's mobile users right after purchase. The post-purchase moment — the highest-intent, most emotionally charged instant in the entire journey — was broken. And the data showed it: support tickets spiked within 5 minutes of purchase, engagement dropped in the first hour, and onboarding abandonment was high.
Discovery & Insights
Support tickets and user interviews told the same story, in users' own words:
"I bought the course but can't find it anywhere."
"I thought it would show up in my app, but nothing happened."
"I don't know if the payment went through or if I did something wrong."
The quantitative signals confirmed what users were feeling:
Signal | Data |
|---|---|
Support ticket spike | Within 5 minutes post-purchase |
Mobile vs. desktop engagement | Drop in first hour |
Onboarding screen abandonment | High rate |
The root cause was architectural: checkout happened on web, but the app had no awareness of the purchase. There was no handoff — just a gap.
Solution
The redesign focused on closing that gap with a clear, guided post-purchase flow:
Dedicated confirmation screen inside the app, with direct access to the purchased product
Contextual microcopy reinforcing purchase success and guiding next steps
Simplified flow: checkout → push notification → product home
Fallback logic for delayed payment confirmation (boleto, processing delays)
Updated onboarding that checked recent purchases and prioritized their display
Deep links routing users directly to their content area
Testing & Iteration
Usability tests with 10 recent buyers on mobile validated the direction clearly.
Metric | Before | After |
|---|---|---|
Success rate finding product | 64% | 96% |
Time to first access | 1min 40s | 25s |
Three users independently said: "This should've always been there."
Post-launch, CSAT and support tickets were monitored for 14 days. No regression in desktop experience or payment flow.
Results
Metric | Impact |
|---|---|
Post-purchase support tickets (mobile) | −35% |
Content engagement within first 24h | +22% |
CSAT on onboarding-related feedback | +15pp |
Reuse as pattern | Used across upsells and bundles |
What this built taught me
Trust is built or broken in seconds. The moment after purchase is when users are most vulnerable to doubt — and most receptive to confidence. A well-designed confirmation isn't just UX polish; it's the difference between a user who engages and a user who opens a support ticket. Getting this right had downstream effects on retention that no one initially predicted.
