mobile, product
A fintech startup with a working backend and an app nobody finished onboarding in. I redesigned the first-run experience and core money flows — completion rates climbed and support tickets fell by half.
| Client | Finch Financial, fintech startup |
|---|---|
| Year | 2024 |
| Role | UX research, UI design & prototyping |
| Services | UI/UX Design |
Overview
Finch’s app asked for everything up front: identity documents, funding source, budget categories — eleven screens before any value. Two-thirds of installs never made it through.
The brief: rebuild onboarding around progressive disclosure and redesign the three core flows — balances, transfers and budgeting — without breaking the existing backend contracts.
Approach
I ran eight usability sessions on the live app and found the real blocker wasn’t length, it was fear — users didn’t know why each document was needed. So every step got a one-line reason and a “do this later” escape hatch.
Onboarding dropped to four screens with deferred verification. The transfers flow went from six taps to two, and budgeting became a single glanceable card instead of a spreadsheet.
Deliverables
Marcus found the fear hiding inside our funnel and designed it away. Onboarding completion is up, tickets are down, and our engineers still praise the handoff.
Priya Nair
Product Manager, Finch
Related work
Let’s find the fear in your funnel and design it away.
