ABOUT THE CLIENT
Client is a leading private bank
APPROACH
Qualitative research
Sample Size – 30, FGD-5
PROBLEM STATEMENT
A private bank struggled with converting non-customers via its digital onboarding flow.
Users dropped off mid-process due to poor navigation and unclear CTAs (calls to action).
Wanted to optimize the app for seamless onboarding and better first-time user satisfaction.
OUR SOLUTIONS
Conducted 5 Focus Group Discussions (FGDs) with 30 participants (Zoom platform).
Targeted recent users of digital banking services for in-depth feedback.
Assessed onboarding content, design clarity, and emotional blockers during registration.
KEY TAKEAWAYS
Streamlined Navigation: Simplifying the flow reduced confusion.
Drop-Off Reasons: Identified hesitations around document uploads and security.
User Satisfaction: Contextual prompts and support integration improved perception.
OUTCOME
Increased account openings by 25% with a streamlined onboarding journey.
Reduced drop-off rates by 20% through improved navigation.
Enhanced first-time user satisfaction by 18%.