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 flow was high-friction, especially around explanation points and opt-in moments.
My role
As Senior Content Design Manager, I worked across the onboarding product team to identify opportunities to clarify, simplify, and build trust. My remit was both strategic and hands-on: shaping the flow, writing content, and testing changes with data and compliance teams.
My approach
Audited the onboarding journey to locate moments of friction and cognitive overload.
Analysed behavioural data to pinpoint where users dropped off or declined Open Banking.
Rewrote key messages in plain language, focusing on clarity, benefits, and user control.
Tested variations with product and data teams to validate performance.
Partnered with compliance and legal to ensure all changes met regulatory standards.
Aligned copy across product and email touchpoints to create a consistent message.
The outcome
User impact
Explanations became shorter, clearer, and less intimidating.
Users were given concrete benefits in their own terms.
Trust increased as the flow highlighted user control.
Reduced the sense of overwhelm — important details were still available, but only if the user wanted to read more.
Business impact
Increased Open Banking sign-ups by over 6%.
Reduced drop-off at the critical opt-in stage.
Improved consistency across product and marketing touchpoints.
Fed into ClearScore’s long-term governance of onboarding journeys.
What I learned
In regulated environments, “allowed” does not equal “understood.” Even small shifts in framing can build trust and unlock adoption. This project reinforced how cross-team alignment and clear, user-centred explanation can create both business value and better user experiences.