ABOUT THE CLIENT
Client is a leading private bank.
Geography: India
APPROACH
Qualitative
Online usability testing via Microsoft Teams
Sample Size - 10
Sample Size - 10
PROBLEM STATEMENT
Improve onboarding for existing customers using the mobile app.
Complexity and inconsistency in onboarding steps caused dissatisfaction and low feature adoption.
OUR SOLUTIONS
Online usability testing.
10 sessions via Microsoft Teams with active app users.
Tested 3 different onboarding methods comparing performance and satisfaction.
Deliverables: Onboarding flow comparison report, feature adoption analysis, UX improvement recommendations.
KEY TAKEAWAYS
Tested flows reduced redundant steps and screen fatigue.
Nudge-based design improved clarity and guidance.
Users more likely to explore features with better onboarding.
OUTCOME
30% reduction in onboarding time.
20% increase in feature adoption.
15-point improvement in Net Promoter Score (NPS).
Impact: 30% faster onboarding; 20% feature adoption increase; 15-point NPS improvement; 10 usability test sessions.
