All work
An early-stage fintech startup offering a consumer investment product · FintechConcept project
Cutting Drop-Off in a Fintech KYC Onboarding Flow
The challenge
The startup's KYC and account-opening flow required several regulatory steps that couldn't be removed, but user testing showed most drop-off happened not at the compliance steps themselves, but from unclear progress indicators and a confusing document-upload interface. New user signups were flatlining despite growing ad spend.
Our approach
We restructured the flow into clearly labeled stages with a persistent progress indicator, redesigned document upload with live capture guidance and instant validation feedback, and moved optional steps — like linking a bank account — to after account creation instead of blocking it. All required regulatory steps stayed in place; only the interface around them changed.
Outcomes
Start a project- Reduced onboarding drop-off by 31%
- Document re-upload rate from failed first attempts fell by 42%
- Cost per activated user dropped 22% at the same ad spend level