Streamlining Mobile banking onboarding flow
A thoughtful, research-based approach to designing an seamless user-friendly onboarding experience.
My Roles
UX Designer, UI Designer, Researcher
Duration
3 Weeks
Tools
Figma, Notion, Google forms
Design Process
Research Insights
Through the use of a competitive analysis and user survey, we gathered data showing current digital banking and mobile wallet onboarding experiences lack clear progress indicators and sufficient in-app guidance, leading to user frustration, high drop-off rates, and diminished trust, especially among users with lower digital literacy. Our project will design a new onboarding flow that implements robust visual trust signals, step trackers, and simplified, humanized language to reduce errors, foster security confidence, and improve overall accessibility for both banked and unbanked populations.
The Problem
New users often feel confused and frustrated during the digital wallet sign-up process due to unclear terminology, a lack of trust signal and security cues, and lengthy onboarding process that require more than 2 minutes to go through.
Priorities
Reduce terminology confusion, making sure the jargon used is understandable by users.
Display trust signals and security cues, ensure users feel safe and secure throughout the process.
Streamline the KYC process making it less time consuming.
Personas
The Solution
Design a clear, user-friendly mobile wallet login and onboarding experience that simplifies language, guides users step-by-step, and clearly communicates required information, ultimately improving completion rates and reducing user frustration.
User Flow
Low Fidelity
High Fidelity Designs
Solution Highlights
The designed onboarding process focuses on meeting users’ needs through clear, user-friendly language, visible trust and security cues, and a streamlined, time-efficient sign-up flow. By reducing cognitive load and addressing common first-time user anxieties, the experience builds confidence, minimizes drop-offs, and encourages successful account activation.
Final Thoughts
The login and onboarding flow was designed with a user-first mindset, ensuring that every decision reflected a deep understanding of user needs, pain points, and behaviors. By applying core UX principles, such as clarity, simplicity, and trust-building, the process delivers an experience that feels intuitive, secure, and efficient for first-time users. This approach not only reduces friction during sign-up but also lays a strong foundation for user confidence and long-term engagement with the app.