Fintech Insider Podcast by 11:FS 896. Insights: How to do a great onboarding
10 snips
Sep 12, 2024 Andrew Denholm, Head of Product Design at Chip, and Kish Patel, Head of Design at Lightyear, dive deep into the art of customer onboarding. They explore the delicate balance between compliance and user experience, emphasizing trust and simplicity during that crucial first interaction. The discussion highlights innovative approaches like gamification to boost engagement. They also tackle challenges such as account verification, and the impact of onboarding on user retention in the evolving fintech landscape.
AI Snips
Chapters
Transcript
Episode notes
Onboarding Shapes Customer Loyalty
- Onboarding is the critical first contact that builds trust and dictates customer loyalty.
- It determines if a user becomes engaged or disengages immediately with the product and brand.
Pre-Onboarding Product Fit Matters
- Product consideration before data entry is key; customers decide if a product fits before onboarding.
- Onboarding is a continuum including initial research, form filling, and post-onboarding engagement.
Streamline Onboarding Quickly
- Streamline onboarding for speed and immediate utility to engage users quickly.
- Pairing speed with establishing brand trust enhances user activation and satisfaction.