Onboarding web app for a digital bank

The client is a UK digital bank for whom onboarding is the front door to every customer relationship and a major driver of acquisition cost. Every applicant who drops out mid-flow is marketing spend wasted at the final step.

They operate under strict KYC obligations, so onboarding has to satisfy compliance and conversion at the same time, a balance the existing flow was getting wrong.

Onboarding dropped roughly a third of applicants mid-flow, each one a funded acquisition cost walking away at the last step. That leakage sat directly on top of the bank's most expensive marketing investment.

Compliance checks were bolted onto the journey in a way that interrupted genuine customers as much as risky ones. The friction fell indiscriminately, punishing good applicants for the sake of catching bad ones.

The bank needed higher completion without loosening the KYC obligations it is bound by. Conversion could not come at the cost of compliance: both had to improve together.

We rebuilt onboarding as a resumable, progressively-disclosed flow, so applicants never lose progress and are only asked for what is needed when it is needed. Removing the fear of starting over is a large part of why completion rose.

KYC checks were sequenced so genuine customers are never stopped without a real reason, while risk-based friction concentrates where it belongs. The checks still happen: they just stop getting in the way of good applicants.

We measured drop-off at each step and iterated against it, and the whole flow stayed firmly inside the compliance boundary throughout. Every improvement was validated against real funnel data rather than assumption.