Space Busienss Bank

Space Neo bank is the first fully digital bank from Georgia. It operates in Georgia and Uzbekistan. Through Space Neo Bank consumers are able to get a wide range of bank services remotely, without leaving home.

The main process that user needs go through to use digital bank services is the onboarding flow. Performing this via a Web channel is especially complicated. When I joined the team as Lead UI/UX designer platform had Conversion rate 15% and Time to task of 9-15min.

 

Challenge 01

Research shows that users often had questions about the process. They had a leak of information about the upcoming process. Also, feedback from the Call center shows that users often were confused to identify the current step while going through flow.

Solution

Added the list of the steps at the start of the process. 

 

In addition implemented a progress bar to show current and upcoming steps.

 

Challenge 02

To finish the onboarding process needed a very long journey it consisted of 6 steps.

Solution

After creating flow I’ve clarified that one of them(a questionnaire about the purpose of the loan) was possible to move after the onboarding process. So it helps to decrease the registration journey by 18%.

Challenge 03

Users complained about Incomprehensible questions. They often broke the process regarding questions that they thought
were not appropriate to the flow. So it affected the conversion rate badly.

Solution

I’ve added hints to every ambiguous question and collaborated with a copyrighter to simplify questions as much as possible.

 

Challenge 04

One pain point that also affected on conversion rate was the device switching process from the web to mobile, in terms to take selfies and scan passports.

Solution

To solve this problem instead of sending links with SMS from the web to the user’s mobile I’ve offered a QR code (I found this approach in with the rivals). After this solution users have the ability to choose the more convenient way.