Increasing onboarding completion by 30% and cutting time by 4 minutes
📍CONTEXT / PROBLEM / GOAL
2-Weeks project • Mobile • Onboarding optimization
Context
In a white-label banking product, onboarding is inherently complex due to strict compliance requirements.
As a result, the experience had become long, bureaucratic, and difficult to complete, directly impacting user adoption.
Problem
50% of users dropped off before completing account creation.
Goal
Increase onboarding completion and reduce drop-off by simplifying the experience and improving communication.
🧩 MY ROLE
UX Research
Interaction Design
High-fidelity Prototyping
⚙️ APPROACH
Data analysis (BI dashboards)
User feedback analysis (app stores)
Support team insights
Heuristic evaluation
🧠 KEY INSIGHTS
Unclear error communication
Users didn’t understand what went wrong due to vague or generic error messages.
Leading to confusion, repeated mistakes, and high dependency on support.
Long and inefficient onboarding flow
The onboarding required too many steps and unnecessary inputs, increasing completion time.
Resulting in higher drop-off rates and lower conversion.
High support dependency
Users relied on support to complete simple actions that could be handled within the interface.
Poor feedback timing
Errors were displayed too late in the flow, often after users had already progressed.
Forcing users to restart or backtrack, increasing frustration.
📊 EVIDENCE
Data
50.51% drop-off during onboarding
16 min 43 sec average completion time
User feedback
35%
Support insights
Incorrect name formatting
Incomplete name, abbreviated, or different from the identification document.
Mismatch with official documents
Mother’s name incomplete or different from the identification document.
Temporary password
The password was sent to the user during account creation but often went unnoticed.
💡SOLUTIONS
✅ Clearer instructions
✅ Improved error messages
✅ Better feedback timing
✅ Empowering users
✅ Reduced steps
✅ Technical optimization
Implemented automatic OTP detection and removed unnecessary confirmation steps.
🎨FINAL DESIGN
📈 RESULTS
↓ 4 min
↓ 10%
drop-off
↑ 30%
↓ 46%
onboarding-related support tickets
📚 LEARNINGS
• Clear communication is critical in complex flows
• Small UX changes can significantly impact business metrics
• Combining data with qualitative insights leads to stronger decisions
By combining data analysis, user feedback, and UX improvements, I transformed a high-friction onboarding into a faster and more intuitive experience.
This resulted in increased adoption, reduced support dependency, and measurable business impact.
