ABOUT THE CLIENT
Client is a leading private bank
APPROACH
Qualitative research
PROBLEM STATEMENT
A leading bank wanted to improve onboarding for existing customers using the mobile app.
Complexity and inconsistency in onboarding steps caused dissatisfaction and low feature adoption.
OUR SOLUTIONS
Conducted 10 online usability tests using Microsoft Teams with active app users.
Explored three different onboarding methods, comparing performance and satisfaction.
Identified friction in user experience, particularly around data entry and verification stages.
KEY TAKEAWAYS
Process Optimization: Tested flows reduced redundant steps and screen fatigue.
Engagement Improvement: Nudge-based design improved clarity and guidance.
Feature Adoption: Users were more likely to explore features with better onboarding.
OUTCOME
30% reduction in onboarding time and 20% increase in feature adoption.
Achieved a 15-point improvement in Net Promoter Score (NPS) due to improved satisfaction.