On-boarding CX

Saving the 40% drop off on every extra click


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Past work

Challenge
EarlyPay is a mobile app that aims to solve the pain of "pay day loans", with 1.8M "pay day loan" customers just in the UK. After launching the app, we saw a 8% drop off on the on-boarding user's flow.

Research
I interviewed users as well as looked at MixPanel drop off data, and found that the problem is on the "add your bank account number" task.

Creative
After coming to the conclusion that the icon of the bank account credit card, makes users type their credit card number, which isn't their bank account number - I fixed it: I told the UX designer to changed the design on the app interface from a credit card icon to a bank icon, and after testing this out - The 8% drop off vanished on the next release.

Job interview task

Challenge
Glisser is an innovative way to create an interactive presentation. Just upload a PDF and the crowd can vote & ask questions. The task was to solve the massive drop off in the on-boarding.

Research
I found out from interview testers that the on-boarding flow is lack of "bread crumbs" and guidance.

Creative
I designed a new step-by-step on-boarding with the whole process always visible ("bread crumbs") with a friendly copy.