ABOUT THE CLIENT
Client is a neobank company.
Geography: India
APPROACH
Qualitative
FGDs via Zoom, online usability testing
Sample Size - 30
PROBLEM STATEMENT
Identify challenges for first-time users opening bank accounts via app.
Test and finalise most user-friendly account opening process.
Analyse onboarding pain points.
Improve user satisfaction.
OUR SOLUTIONS
Qualitative FGDs (online, Zoom).
5 groups × 6 participants = 30 participants.
Online usability testing on banking app.
LOI: 60 minutes per session.
Deliverables: Onboarding UX report, account opening flow recommendations, conversion improvement roadmap.
KEY TAKEAWAYS
Difficulties faced by new users during account setup.
Most intuitive account opening method identified.
Areas where users struggle highlighted.
OUTCOME
Refined app for smoother onboarding.
Enhanced user satisfaction and conversion rates for new accounts.
Impact: 30 participants across 5 FGDs, 60 min each.
