1. Main Objective

Reduce the drop-off rate during the first login process in a mobile banking app.

2. Context and Problem

• 30% of new users abandoned the app before completing their registration.
• The registration process was perceived as too lengthy.
• Users felt uncertain, especially during the identity verification with OTP.

3. User Research

• Methods: Qualitative interviews and analysis of customer service feedback.
• Key Insight: Users prefer a quick onboarding process but need transparency to feel secure.

4. Design Strategy

Proposal of a three-step onboarding process:

1. Welcome: A brief overview of the app's key benefits.
2. Simplified Identity Verification: A two-step OTP verification process with clear explanations at each stage.
3. Guided Exploration: Introduction to core features with tooltips to help users get started quickly.

5. Development and Prototyping

• Creation of prototypes using Figma.
• Iterative user testing to improve clarity and validate the optimal user flow.
• Test results: 80% of participants felt more confident with the new verification process.

6. Results and Learnings

• The drop-off rate decreased by 15%.