Simplifying Trust Bank's Onboarding

Simplifying Trust Bank's Onboarding

Reducing drop-offs and making the onboarding process flexible for new users

Reducing drop-offs and making the onboarding process flexible for new users

ROLE

ROLE

Lead UX Designer

PLATFORM

PLATFORM

iOS/Android

INDUSTRY

INDUSTRY

Fintech

DURATION

DURATION

4 months

Users were quitting before they started

Users were quitting before they started

When a new user opens Trust Bank’s app to register their account, they had to complete 15+ onboarding tasks like verifying info, setting up alerts, making first deposit and many more.

"this is so boring"

"this is so boring"

"Why so many tasks?"

"Why so many tasks?"

"Why can’t I just deal with this later?"

"Why can’t I just deal with this later?"

"I wish I could choose when to do the less urgent stuff"

"I wish I could choose when to do the less urgent stuff"

"I didn’t know which tasks were important and which ones I could skip"

"I didn’t know which tasks were important and which ones I could skip"

Giving control back to the user

Giving control back to the user

I simplified key tasks and gave users more control over the process. The new flow adapts to user preferences, allowing them to skip non-mandatory tasks anytime and return later, while maintaining compliance and security standards.

2x

TASK COMPLETION RATE

TASK COMPLETION

50%

DECREASE IN DROP-OFFs

95%

USER SATISFACTION

SATISFIED USERS WITH THE NEW ONBOARDING PROCESS

Now the required tasks are shown first

Now the required tasks are shown first

Verifying personal details like phone/email and creating a password

Important tasks are shown next

Important tasks are shown next

Making the first deposit, setting up financial insights and account alerts

Making the first deposit, setting up financial insights and account alerts

Optional tasks in one screen

Optional tasks in one screen

Other features like credit score reporting, zelle and paperless enrollement

Other features like credit score reporting, zelle and paperless enrollement

In-app reminders for pending tasks

In-app reminders for pending tasks

Once they're in, the app sends them notifications for the tasks they skipped

Once they're in, the app sends them notifications for the tasks they skipped

How did we get here?

How did we get here?

I started with understanding user frustrations through stakeholder interviews, then narrowing down the core problems in the existing flow. From there, I brainstormed ideas, built prototypes, and tested them with users. With a few iterations and failed versions, I refined it into a faster, simpler, and more flexible onboarding process.

Empathizing With The Users

Defining The Problem

Ideation & Critique

Wireframes & Prototyping

Iteration and User Testing

10+ solutions couldn't fixed the core problem

10+ solutions couldn't fixed the core problem

From all the solutions, I filtered out two ideas that aligned with stakeholder requirements and also followed compliance guidelines, but neither were sufficient on their own.

From all the solutions, I filtered out two ideas that aligned with stakeholder requirements and also followed compliance guidelines, but neither were sufficient on their own.

SHOW TASKS BASED ON NUMBER OF STEPS TO COMPLETE

A more structured and predictable task progression helps standardize and add new tasks. However, the number of steps doesn’t always match the real effort required, which may cause unnecessary friction or drop-off.

A more structured and predictable task progression helps standardize and add new tasks. However, the number of steps doesn’t always match the real effort required, which may cause unnecessary friction or drop-off.

GIVE SMALL TASK FIRST, PROGRESSIVELY REVEAL MORE

Giving users a quick win helps build early momentum, makes it easier to get started. However, doing just one easy task doesn’t ensure they’ll stay engaged, and they may skip over tasks that are more important or urgent.

Giving users a quick win helps build early momentum, makes it easier to get started. However, doing just one easy task doesn’t ensure they’ll stay engaged, and they may skip over tasks that are more important or urgent.

Finding a balanced approach

Finding a balanced approach

To address the flaws of our initial solutions, I decided to present a few small but important tasks first, then the required ones and finally the optional tasks along with notification reminders.

To address the flaws of our initial solutions, I decided to present a few small but important tasks first, then the required ones and finally the optional tasks along with notification reminders.

Shifting from "must do" to "can do later"

Shifting from "must do" to "can do later"

I categorized the list of tasks in the order of importance and introduced some common patterns like combining smaller tasks, adding skip buttons, and progress indicators to guide users.

I categorized the list of tasks in the order of importance and introduced some common patterns like combining smaller tasks, adding skip buttons, and progress indicators to guide users.

The process wasn't long, it was rigid

The process wasn't long, it was rigid

We conducted multiple rounds of testing and iteration to refine the onboarding flow. User feedback helped us identify and resolve key usability issues, improving clarity and navigation.

We conducted multiple rounds of testing and iteration to refine the onboarding flow. User feedback helped us identify and resolve key usability issues, improving clarity and navigation.

What I learnt

No design is perfect, and some aspects couldn’t be fully addressed due to time and resource constraints. Since testing was done on a Figma prototype, actions like saving preferences or advancing screens had no real delay, reducing perceived cognitive load.

Future testing could include randomized delays to better simulate real app behavior. Additionally, tasks are still presented sequentially with skip options, resulting in multiple screens before users reach the main app.

A potential improvement would be to introduce dynamic, behavior-based reminders such as suggesting Zelle enrollment for users who frequently transfer money, to make the process more adaptive and context-aware.

No design is perfect, and some aspects couldn’t be fully addressed due to time and resource constraints. Since testing was done on a Figma prototype, actions like saving preferences or advancing screens had no real delay, reducing perceived cognitive load.

Future testing could include randomized delays to better simulate real app behavior. Additionally, tasks are still presented sequentially with skip options, resulting in multiple screens before users reach the main app.

A potential improvement would be to introduce dynamic, behavior-based reminders such as suggesting Zelle enrollment for users who frequently transfer money, to make the process more adaptive and context-aware.

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