ABOUT THE CLIENT
Client is a leading private bank.
Geography: India
APPROACH
Qualitative
FGDs via Zoom
Sample Size - 30
Sample Size - 30
PROBLEM STATEMENT
Convert non-customers via digital onboarding flow.
Users dropped off due to poor navigation and unclear CTAs.
Optimise app for seamless onboarding and better first-time user satisfaction.
OUR SOLUTIONS
5 FGDs × 6 participants = 30 participants.
Zoom platform.
Targeted recent users of digital banking services.
Assessed onboarding content, design clarity, and emotional blockers during registration.
Deliverables: Non-customer onboarding feedback report, CTA and navigation improvement recommendations, conversion strategy.
KEY TAKEAWAYS
Streamlined navigation reduced confusion.
Drop-off reasons identified: document upload hesitations and security concerns.
Contextual prompts and support integration improved perception.
OUTCOME
25% increase in account openings with streamlined onboarding.
20% reduction in drop-off rates.
18% enhancement in first-time user satisfaction.
Impact: 25% more account openings; 20% drop-off reduction; 18% satisfaction improvement; 30 participants; 5 FGDs via Zoom.
