Refining onboarding for ClearScore Canada
ClearScore
Problem
The onboarding flow for ClearScore Canada was basic and potentially confusing for the local user base. A large volume of users failed to get through to the end of the onboarding journey.
Process
I ran several unmoderated user tests to better understand the issues facing the Canadian user base, which highlighted a lack of clarity on the instructions for uploading identification. I then reviewed the language and structure of the form fields to correct this.
Solution
I refined the onboarding flow, focusing on identification upload instructions, and reorganised content to facilitate user preparation and action.
Result
The improvements achieved an 10% increase in onboarding completion and a 19% improvement in the quality of identification uploads.
Screenshots
Before
After
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