Ep 236: The psychology behind better in-app conversion

Irwin Hau, founder of Chromatix and ConversionCow, joins Apptivate to unpack the psychology behind customer conversion and why acquisition is only the beginning of the user journey. Drawing from more than 17 years of experience analyzing tens of thousands of websites, apps, and digital experiences, Irwin shares the principles that separate traffic from customers, how clarity and proof influence decision-making, and why education, gamification, and ongoing engagement are critical to reducing churn. Irwin goes on to explore with Remerge’s Patrick Eichmann how mobile marketers can improve onboarding, build stronger habit loops, and think more deliberately about retention rather than assuming installs automatically translate into long-term users.
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Questions addressed in this episode
- Why do mobile marketers focus so heavily on acquisition while overlooking conversion?
- What are the biggest mistakes companies make after generating traffic?
- How can marketers communicate their value proposition more clearly?
- Why is social proof so important in driving action?
- How should apps educate users after installation?
- What role do tutorials and onboarding play in retention?
- How can gamification reduce churn?
- What apps are doing engagement particularly well?
- How can marketers identify friction points in the user journey?
- What principles from human psychology should guide app growth?
Timestamps
- 0:22 — Introducing Irwin Hau and his agency background
- 1:44 — The origins of Chromatix and ConversionCow
- 3:21 — Why marketers obsess over traffic instead of conversion
- 4:44 — The formula: traffic × conversion = customers
- 5:28 — Clarity: explaining what your product actually does
- 6:28 — Why social proof matters more than ever
- 7:00 — Making the call to action impossible to miss
- 7:56 — How to communicate value in just a few lines
- 10:24 — The biggest mistake marketers make after acquisition
- 11:44 — Why features come after solving the customer's problem
- 12:27 — Conversion doesn't stop after the install
- 13:27 — Education, tutorials, and onboarding experiences
- 14:28 — Push notifications, habit formation, and Duolingo
- 15:27 — Building virality through sharing and community
- 16:00 — Apps that get engagement right
- 16:52 — My Drive Hero and reward psychology
- 18:12 — Why group behavior reduces churn
- 19:00 — Where to find Irwin and closing thoughts
Quotes
- (5:28) “If you cannot explain your app in less than seven words, I think you're waffling.”
- (12:30) “Conversion to me isn’t a one-off thing. There are many different conversion points.”
- (13:09) "You can't just assume if they come through the door, we've got them for life. They will churn.”















