This client is a 100% digital bank aimed at millenials. The bank is sister to one of the biggest banking and financial services company in Brazil. They needed a fast, intuitive on-boarding flow that resulted in reduced drop off rates and increased usage and customer satisfaction. Our mission was to re-envision the onboarding flow from a new perspective in order to provide users with a quicker, more fluid experience.
Gather insights and feedback from stakeholders and users. Understand and document primary pain points and usability issues.
Envision and design the future state onboarding flow. Incorporate feedback and ideas from stakeholders and anthropologists.
Conduct quick usability tests and iterate on design concepts.
In order to best understand the onboarding flow, we tested the current state flow with several users. We had them try to complete the onboarding flow to the best of their ability, and rated the task difficulty of specific steps within the process. The average time it took to complete the onboarding process was around 40 minutes.
By observing their reactions and thoughts throughout the process, my team and I were able to identify key pain points. Users didn't see the value of certain items, they felt anxious about giving personal information, and they didn't know why they were stuck during some parts of the process.
After a series of co-creation workshops and tech feasibility conversations with stakeholders, we've prioritized and consolidated screens based on the importance of the experience.
We have rigorously tested our proposed designs with users and spent hours iterating and debating these flows, comparing them to onboarding best practices across industries and geographies.
Current Time: Around 40 minutes
New Flow Time: Under 10 minutes
Notification strategy designed to draw users back into the app and encourage successful onboarding.
The redesigned onboarding flow addresses core usability issues.
The next steps would be to move into implementation, make continuous improvements and introduce new, best-in-class features to create a truly differentiated experience.
David Vu \ Design