Cutting bank app sign-up down to 3 minutes
New customers kept dropping out of sign-up. We rethought the steps and shortened the path.
- Company
- Company A
- Role
- Lead Product Designer
- Timeline
- 4 months
Results
−42%
sign-up drop-off
3 min
average time (was 7)
Problem
Almost half of the people who started sign-up never finished. Nobody knew exactly why.
What I did
- Talked to 12 users and watched where they got stuck.
- Merged document scanning into a single step.
- Tested the prototype twice and rewrote the copy in plain language.
Outcome
Drop-off went down, and support requests were cut in half.