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Case study

Fintech Onboarding Flow (Anonymized)

Overhauled account onboarding with adaptive verification and transparent status tracking.

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Problem

Drop-off during identity verification led to lost revenue and flooded support queues.

Approach

We mapped edge cases, introduced progressive profiling, and piped verification states into a unified event bus.

Outcomes

  • Signup completion jumped from 54% to 81% in six weeks.
  • Support tickets related to onboarding dropped by 68%.
  • Release cadence improved to twice weekly with feature flags.

Engagement snapshot

We formed a tiger team with compliance, product, and CX. By replaying user sessions and auditing verification APIs, we pinpointed friction patterns and data gaps.

What we delivered

  • Built adaptive flows powered by feature flags to trial verification vendors safely.
  • Exposed real-time status dashboards for customer success using Kafka streams.
  • Automated regression suites simulating a spectrum of identity documents.

Outcomes

Customers gained clarity, conversions rose, and the business unlocked regulated markets with confidence—all while keeping compliance stakeholders in the loop.