At the very beginning of UNQUO's app release, there was very slow growth, as onboarding was done manually to reduce risk. After moving over to an in-app onboarding, we noticed that we still had very slow growth, and needed to look into why. At this stage, the objective, which came from the business was to grow to 1000 users.
From continuous user research and discovery up until this point, the design team learned about different friction points users have when it came to banking and bookkeeping.
Once solopreneurs have found a solution that works for them, they no longer have a drive to change
Many solopreneurs don't pass UNQUO's credit check, and are therefore not able to onboard.
We identified a couple of key friction points for users in the previous onboarding that could make onboarding a lot easier for users:
To start off, we held a workshop to understand the MVP of the aggregation product, and what would be needed technically and from design to enable fast and easy onboarding.
After some feasibility research, it was decided that we would use Tink APIs for the technical solution to enable more users to skip the credit check, which prevents most people from successfully onboarding to the product.
After gathering business and technical needs, I sketched out the flow needed to connect the accounts with Tink link. I synced with the development team frequently in order to get quick feedback on technical feasibility, and quickly iterate and improve the flow.
The onboarding to the app was shortened significantly, as users were no longer becoming bank customers in the process and KYC questions and credit check were no longer necessary.
Once onboarded to the app, users could connect their existing bank accounts using Tink link. Doing this would enable them to get an overview of all their transactions and categorise them to work or life.
Users are asked questions here in the account connection part of onboarding in order to get the correct information and help with their bookkeeping later on.
The new onboarding was launched and the goal of reaching 1000 users by the end of the year was successfully reached.
After this project, a larger project was undertaken to explore adding more value to the app itself to address user needs that had previously been identified through user research.
I learned through this process how valuable and how much I felt was missing some of the user-centered methods that could have helped confirm some assumptions.
