ClearScore: Increasing Open Banking sign-ups through better content
The challenge
ClearScore wanted to increase the number of new users signing up with Open Banking enabled — a key growth driver for the business. But users often dropped off during onboarding, unsure what Open Banking meant or why they should share their data.
The journey was high-friction, especially around explanation points and opt-in moments. The team needed a way to clarify the offer, reduce confusion, and build user confidence — without overwhelming or slowing the flow.
My role
As Senior Content Design Manager, I worked across the onboarding product team to identify content opportunities in the flow. I collaborated closely with product managers, data analysts, designers, and the legal/compliance team to ensure the Open Banking messaging was accurate, consistent, and user-friendly.
My remit was strategic and hands-on — from shaping the content flow to writing and testing language improvements.
My approach
Audited the existing onboarding flow to pinpoint moments of friction or cognitive overload
Reviewed behavioural data to identify where users dropped off or declined Open Banking
Rewrote key messages to explain Open Banking more clearly and positively
Focused on benefits and user control to build trust without overselling
Tested different phrasings and placements with the product and data teams
Ensured all changes aligned with compliance requirements and tone of voice
The outcome
Increased Open Banking sign-ups by over 6%
Reduced drop-off during opt-in moments
Created clearer alignment between web copy and email journeys
Contributed to long-term improvements in onboarding UX and content governance
What I learned
In regulated environments, the difference between “allowed” and “understood” matters. This project showed how user-centred explanation — even within tight legal constraints — can build confidence and unlock conversion.
It also reminded me how essential cross-team alignment is when content spans multiple touchpoints.