{"id":4229,"date":"2023-06-14T16:23:12","date_gmt":"2023-06-14T14:23:12","guid":{"rendered":"https:\/\/innovatrics.com\/trustreport\/?p=4229"},"modified":"2023-06-30T09:39:06","modified_gmt":"2023-06-30T07:39:06","slug":"how-small-changes-help-onboard-more-customers","status":"publish","type":"post","link":"https:\/\/innovatrics.com\/trustreport\/how-small-changes-help-onboard-more-customers\/","title":{"rendered":"How Small Changes Help Onboard More Customers"},"content":{"rendered":"\n
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Contributors:<\/h3>\n\n\n
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Branislav Bajb\u00e1r<\/h3>\n

Product Designer
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Viktor Bielko<\/h3>\n

Product Manager
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Improving the user experience (UX) in the onboarding process is not about making things look good. It\u2019s about getting more customers to happily complete the process. Especially during remote identity verification, if customers don\u2019t get clear instructions, they can get frustrated and give up. Innovatrics saw these issues and decided to do the extra UX push that guides customers towards a successful onboarding.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Good UX is not just about design.<\/h4>\n\n\n\n

Collecting data to create an optimal user route through the onboarding process is just as important. Each customer should flow through the onboarding smoothly and finish on their first try.<\/p>\n<\/div>\n\n\n\n

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An extra UX push<\/h3>\n\n\n\n

How would you feel if someone told you that you failed, but didn\u2019t tell you why? If a blunt \u201csomething went wrong\u201d was the most you got as a response. Would you feel frustrated or even enraged? Would you leave and never come back?

Well, that\u2019s how your future customers might feel when you promise them a smooth in-app onboarding but fail to help them on their journey to verify their identity with biometrics.<\/p>\n\n\n

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If they emerge victorious from the first ID task, you ask them to take a selfie, thinking there\u2019s nothing hard about that. What you don\u2019t realise is that customers don\u2019t know everything you do.<\/p>\n\n\n

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These issues can be a major reason why your future customers abandon remote identity verification while trying to onboard online, and are too frustrated to then ever come back. So what can you do about it?<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Walk them through it<\/h2>\n\n\n\n

At Innovatrics, we noticed these were recurring issues that customers have with biometric verification, and decided to act.<\/p>\n\n\n\n

\u201cInnovatrics is the biometric partner to many companies who use our solution to verify the identity of their customers in online onboarding. However, even good biometrics will not work properly if the customers don\u2019t understand the process. The best solution is to walk the customers through it.\u201d<\/p>\u2014 Branislav Bajb\u00e1r, Product Designer at Innovatrics<\/cite><\/blockquote>\n\n\n\n

We created the walkthrough tips \u2013 a series of instructions tailored to fit the needs of both desktop and mobile devices.<\/strong> Their main purpose? Making identity verification easy for customers, and increasing the number of happy, fully onboarded, customers.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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What do the tips look like<\/h2>\n\n\n\n

People usually don\u2019t like to read instructions. Even our own research at Innovatrics suggests that people turn a blind eye to written guides during onboarding. What they react to are visual aids \u2013 icons or animations<\/strong>.

To suit the preference of our partners, we designed the tips using both icons and animations<\/strong>. So every partner can choose which set suits their app best.

While animations<\/strong> can attract attention <\/strong>more quickly, too many can extend the identity verification process<\/strong>. Icons<\/strong> are fast to understand<\/strong> but not as catchy<\/strong> to the human eye. Our partners can still choose to include text alongside the visuals(which we also provide), but they are designed to work without any text.

See for yourself.<\/strong><\/p>\n<\/div>\n<\/div>\n\n\n

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How many is too many<\/h2>\n\n\n\n

Initially, we came up with more than 20 walkthrough tips.<\/strong> But wait, isn\u2019t that too many and displaying them all could be overwhelming?<\/p>\n\n\n\n

Having too much information to handle makes us feel frustrated. If we didn\u2019t want the tips to become another information burden, we had to downsize and only work with issues that occur in at least 60% of failed verifications.<\/p>\u2014 Branislav Bajb\u00e1r, Product Designer at Innovatrics<\/cite><\/blockquote>\n\n\n\n

To make things easier, we categorised the tips based on where in the identity verification process the customer currently is:

\u2013 Are they taking a picture of their ID?<\/strong>
\u2013 Good, let\u2019s show them the tips for ID verification.

\u2013 Are they taking a selfie to prove they\u2019re the same person as on their ID?<\/strong>
\u2013 Great, we\u2019ll show tips for taking a good selfie.

This distinction helped us to integrate a maximum of four tips per use case.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Choosing the right tips<\/h2>\n\n\n\n

To create the best possible instructions, we looked at the photos and analysed how many times different issues came up.

For example, when taking a picture of their ID, we noticed that many customers struggled with bad lighting<\/strong>. To combatthis, we designed a tip that prompts the customer to not hold the ID against the light<\/strong> and to place it on a surface<\/strong> with a contrasting colour,<\/strong> such as a dark table.<\/p>\n<\/div>\n<\/div>\n\n\n\n