Challenge: The existing app onboarding flow has a check rates journey that has not been optimised for conversion. In fact, the current journey does not carry through the calculation after sign up or login. Originally started as a project to optimise the existing flow, it soon became a larger task to rethink the full onboarding experience.
Involvement: I have been leading the design efforts on this project for the Acquisition team. Having finalised the user journey mapping, wireframing, research and high fidelity designs, I am currently working with development to test the new designs against the existing, and help make our case for the design changes.
The current check rates flow results in a dead end for new and existing users. In initially going through the user journeys, it’s clear that there are quick fixes that would drastically improve the experience. However, upon further evaluation, I have larger questions and ideas about the use case behind check rates.
Many users have said that they don’t see the value of check rates, and would prefer to begin a transaction and check rates that way. Instead of focusing on how to improve the existing flow, I think it is valuable to experiment and test a new experience for first time app users.
Video of the existing WorldRemit app onboarding.
I am currently exploring opportunities that reduce much of the friction that new users face when opening the app.
One of the items I plan to test is to remove the onboarding entirely for new users and allow them to immediately start building a transfer, with the option to login.
I’m also proposing a few variations to the transfer builder flow - rethinking how and when we ask for user sign up and registration.
The next user testing session should provide more insight about which flow resonates with users and what more we need to refine.
A short video showing proposed new designs for the WorldRemit app onboarding flow.