Reimagining the onboarding journey
Streamlined onboarding for 150k+ businesses by transforming complex legal checks into a fast, guided digital experience.
The Problem
The existing onboarding process was lengthy, confusing, and had a 40% drop-off rate. Businesses struggled with complex legal requirements and document verification, leading to support ticket overload and delayed activations.
The Solution
Redesigned the entire onboarding flow with a step-by-step guided experience, smart document verification, real-time status updates, and contextual help. Introduced progress saving and mobile-responsive design.
The Impact
- Reduced drop-off rate from 40% to 12%
- Decreased average onboarding time by 60%
- Cut support tickets related to onboarding by 75%
- Increased successful activations by 150k+ businesses
Tools Used
Team
1 Designer, 2 Engineers, 1 PM
Understanding the Problem
Through user interviews, analytics review, and stakeholder workshops, I identified the key pain points in the existing onboarding flow. Users were overwhelmed by the amount of information required upfront, confused by legal terminology, and frustrated by the lack of progress visibility.
Design Process
I started with mapping the ideal user journey, breaking down the complex process into digestible steps. Each step was designed to collect only essential information, with smart defaults and auto-fill capabilities where possible. The UI was designed to feel approachable yet professional, with clear visual hierarchy and progress indicators.
Key Features
The new onboarding includes: Progressive disclosure of requirements, real-time document verification with instant feedback, smart form validation, progress saving (users can return anytime), contextual tooltips for complex fields, and a mobile-first responsive design that works seamlessly across devices.
Testing & Iteration
We ran multiple rounds of usability testing with real business owners. The insights helped us refine the document upload flow, simplify error messages, and add skip options for non-mandatory steps. A/B testing confirmed a 28% improvement in completion rates with the new design.