UX RESEARCH | UX WRITING | UI/UX | ANALYSIS
Improving Quickteller’s Onboarding User Experience
COMPANY
Quickteller
ROLE
UX Designer
EXPERTISE
UX/UI Design
YEAR
2023
Project Background
This was a personal project aimed at improving Quickteller’s onboarding user experience. With the goal of uncovering untapped potential for growth, I focused on enhancing the sign-up process, increasing user engagement, and reducing drop-off rates. As a Content Designer, I took on this challenge to demonstrate my skills in auditing, usability testing, and crafting engaging microcopy.
My Roles & Responsibilities
As the Content Designer for this project I was in charge of:
Conducting comprehensive content audits.
Leading usability tests and creating a user archetype.
Analysing the existing user flow and identifying pain points,
Redesigning the onboarding flow and crafting benefit-driven copy.
The Key Problem
💡 How can we simplify Quickteller’s sign-up process to improve user engagement and reduce friction?
Why I chose to address this problem:
I chose to focus on Quickteller’s onboarding process because it presented a clear opportunity for improvement. The current experience wasn’t helping users fully understand the app or guiding them through the sign-up process smoothly, leading to high drop-off rates.
I wanted to fix this because a better onboarding experience can make a huge difference in user engagement and retention. By simplifying the flow and creating clearer, more helpful content, my goal was to make it easier for new users to get started and feel confident in using the app.
The Solution
💡 To address these issues, I audited the existing content to align with business and user goals. I then redesigned the onboarding flow to be more streamlined, engaging, and informative. By focusing on a benefit-driven approach, I crafted helpful and clear copy that guided users through the process effortlessly.
User Research
From my brainstorming and user insights, I came up with the archetype based on information collected during user research such as user interviews, app store reviews, and surveys.
Usability Testing
I personally use Quickteller but it was important to not take my experience as one-for-all. I conducted a usability test to look out for:
📌 Painpoints
📌 Features users found useful
📌 Ease-of-use
Key Findings From Users
💬 “I kept refreshing the home page because I thought there was more.”
💬 ‘I couldn’t complete my sign-up process on the app. I had to go to the web to activate my account. I think that was unnecessary and could’ve been easier all in one place”
💬 ‘I have used Quickteller before to buy my internet subscription which was successful but aside from that I never tried other features. I don’t think there’s enough explanation for some things. E.g the eCash feature, the loan request etc.
My Findings
The landing page does not mention that the platform has a mobile app. Research shows more people perform their tasks through their mobile devices, so it’s important that there’s a cue on the website on how and where to download the app.
The look and feel of the website is quite outdated. The image slideshow in the background does not pass across any message or motivate users to take action.
Key Features
Content Audit Insights
Identified gaps in the current onboarding screens, such as irrelevant imagery and a robotic tone, and suggested changes for a more empathetic and engaging experience.
Benefit-Driven Copy: Crafted concise, helpful copy explaining the app’s features, like eCash and loan requests, to help users understand and explore more offerings.
Mobile App CTA on Website: Suggested adding a download CTA for the mobile app on the landing page to capture mobile-first users and increase app downloads.
Simplified Onboarding Flow: Redesigned the sign-up process to be shorter and more user-friendly, allowing users to activate their accounts directly within the app.
Takeaways
The success of these improvements would be measured using several key metrics, including Click Through Rates, Task Success Rates, Conversion Rates, Customer Satisfaction, Retention Rates, and Drop-off Rates. These metrics would help track the overall impact of the new onboarding experience.
Disclaimer: I have no affiliation with or employment at the Interswitch Group. This case study was a personal project based on publicly available information and my own research findings.”
Benefit-Driven Copy: Crafted concise, helpful copy explaining the app’s features, like eCash and loan requests, to help users understand and explore more offerings.
Mobile App CTA on Website: Suggested adding a download CTA for the mobile app on the landing page to capture mobile-first users and increase app downloads.
Simplified Onboarding Flow: Redesigned the sign-up process to be shorter and more user-friendly, allowing users to activate their accounts directly within the app.
Takeaways
The success of these improvements would be measured using several key metrics, including Click Through Rates, Task Success Rates, Conversion Rates, Customer Satisfaction, Retention Rates, and Drop-off Rates. These metrics would help track the overall impact of the new onboarding experience.
Disclaimer: I have no affiliation with or employment at the Interswitch Group. This case study was a personal project based on publicly available information and my own research findings.”