Redesigned onboarding and everyday banking flows for a digital-first audience, reducing drop-off and support tickets.
+34%
Completion
+18
NPS
−42%
Time to value
Challenge
Legacy flows felt bureaucratic; new users abandoned KYC before completing verification.
Approach
- 01
Mapped 40+ support tickets into journey pain points
- 02
Ran 8 moderated tests on progressive disclosure patterns
- 03
Shipped a token-based UI kit adopted by engineering in 6 weeks
Outcome
Onboarding completion rose 34% and average time-to-first-transfer dropped from 12 to 7 minutes.
Case study visuals — replace with Figma exports or imagery