Boosting activation with a scalable, user-friendly onboarding
User onboarding
User onboarding
2025
2025
the challenge
Tongo had a single long sign-up flow that mixed account creation with complex onboarding steps. This caused high drop-off, unclear expectations, and no way to re-engage leads.
— the company’s primary revenue‑generating flow.
— the company’s primary revenue‑generating flow.
— the company’s primary revenue‑generating flow.
completed onboarding within one hour.
completed onboarding within one hour.
completed onboarding within one hour.
in bank accounts added.
in bank accounts added.
in bank accounts added.
01. UX audit
01. UX audit
01. UX audit
We started by analyzing the previous flow, which lacked structure, brand voice, and error handling. There were no progress indicators, confusing navigation, and no way to track or re-engage dropped-off users. Sensitive data requests (like SSNs) lacked contextual reassurance. The process felt heavy and gave users no sense of what to expect — or why to trust us.
We started by analyzing the previous flow, which lacked structure, brand voice, and error handling. There were no progress indicators, confusing navigation, and no way to track or re-engage dropped-off users. Sensitive data requests (like SSNs) lacked contextual reassurance. The process felt heavy and gave users no sense of what to expect — or why to trust us.
We started by analyzing the previous flow, which lacked structure, brand voice, and error handling. There were no progress indicators, confusing navigation, and no way to track or re-engage dropped-off users. Sensitive data requests (like SSNs) lacked contextual reassurance. The process felt heavy and gave users no sense of what to expect — or why to trust us.
02. Benchmarking
02. Benchmarking
02. Benchmarking
We benchmarked onboarding flows from neobanks (N26, Wise), payroll tools (Gusto, Deel), and fintech peers to identify patterns that increased trust and efficiency. We studied how these companies handled progressive disclosure, legal reassurance, and onboarding pacing. This helped us define the right split between signup and onboarding, and which fields were mission-critical.
We benchmarked onboarding flows from neobanks (N26, Wise), payroll tools (Gusto, Deel), and fintech peers to identify patterns that increased trust and efficiency. We studied how these companies handled progressive disclosure, legal reassurance, and onboarding pacing. This helped us define the right split between signup and onboarding, and which fields were mission-critical.
We benchmarked onboarding flows from neobanks (N26, Wise), payroll tools (Gusto, Deel), and fintech peers to identify patterns that increased trust and efficiency. We studied how these companies handled progressive disclosure, legal reassurance, and onboarding pacing. This helped us define the right split between signup and onboarding, and which fields were mission-critical.
03. UX strategy & collaboration
03. UX strategy & collaboration
03. UX strategy & collaboration
The biggest shift came from separating account creation from onboarding. To reduce friction and drop-off, we split the flow into two parts: a quick signup to create an account, followed by a gated onboarding with all required compliance steps.
This let users get started with just basic info, while we gained immediate communication access. Once the account existed, we could track progress, send reminders, and let them return later to finish onboarding without losing data.
I collaborated with ops, risk, and finance and legal teams to audit every onboarding field. Anything optional or redundant was removed or delayed. This enabled a more flexible system, where future compliance changes could be added as modular steps, not complete rewrites.
The biggest shift came from separating account creation from onboarding. To reduce friction and drop-off, we split the flow into two parts: a quick signup to create an account, followed by a gated onboarding with all required compliance steps.
This let users get started with just basic info, while we gained immediate communication access. Once the account existed, we could track progress, send reminders, and let them return later to finish onboarding without losing data.
I collaborated with ops, risk, and finance and legal teams to audit every onboarding field. Anything optional or redundant was removed or delayed. This enabled a more flexible system, where future compliance changes could be added as modular steps, not complete rewrites.
The biggest shift came from separating account creation from onboarding. To reduce friction and drop-off, we split the flow into two parts: a quick signup to create an account, followed by a gated onboarding with all required compliance steps.
This let users get started with just basic info, while we gained immediate communication access. Once the account existed, we could track progress, send reminders, and let them return later to finish onboarding without losing data.
I collaborated with ops, risk, and finance and legal teams to audit every onboarding field. Anything optional or redundant was removed or delayed. This enabled a more flexible system, where future compliance changes could be added as modular steps, not complete rewrites.
Working session with the product owner to define field requirements and flow logic
Working session with the product owner to define field requirements and flow logic
Working session with the product owner to define field requirements and flow logic
04. Wireframing & content modeling
04. Wireframing & content modeling
04. Wireframing & content modeling
We mapped multiple flows to account for different user profiles:
CLOC users only (advance product)
Payroll users only
Hybrid users who used both
I wireframed each path using patchwork elements and created content models for each step — making sure language, field groupings, and layouts were optimized. This allowed us to spot unnecessary steps and simplify them early.
We mapped multiple flows to account for different user profiles:
CLOC users only (advance product)
Payroll users only
Hybrid users who used both
I wireframed each path using patchwork elements and created content models for each step — making sure language, field groupings, and layouts were optimized. This allowed us to spot unnecessary steps and simplify them early.
We mapped multiple flows to account for different user profiles:
CLOC users only (advance product)
Payroll users only
Hybrid users who used both
I wireframed each path using patchwork elements and created content models for each step — making sure language, field groupings, and layouts were optimized. This allowed us to spot unnecessary steps and simplify them early.
05. Visual design & prototyping
05. Visual design & prototyping
05. Visual design & prototyping
The final UI balanced clean visuals with a tone of reassurance. Sensitive moments like SSN and bank connection included microcopy and lock icons. Terms of service were rewritten into digestible summaries before full contract view. All flows included persistent navigation and back buttons — and the progress bar gave visibility into the process.
I used a modular design system built in Figma, and created final prototypes for internal review. I then annotated and delivered the files for dev handoff.
The final UI balanced clean visuals with a tone of reassurance. Sensitive moments like SSN and bank connection included microcopy and lock icons. Terms of service were rewritten into digestible summaries before full contract view. All flows included persistent navigation and back buttons — and the progress bar gave visibility into the process.
I used a modular design system built in Figma, and created final prototypes for internal review. I then annotated and delivered the files for dev handoff.
The final UI balanced clean visuals with a tone of reassurance. Sensitive moments like SSN and bank connection included microcopy and lock icons. Terms of service were rewritten into digestible summaries before full contract view. All flows included persistent navigation and back buttons — and the progress bar gave visibility into the process.
I used a modular design system built in Figma, and created final prototypes for internal review. I then annotated and delivered the files for dev handoff.
