Paybilt - SaaS Onboarding
PROJECT BRIEF
I joined Paybilt as they were working on a second version of their Shopify integration. In terms of compliance, it’s pretty demanding for the user - evidenced by the number of users who began the process and dropped out halfway. Through research and iteration, my work on this redesign led to a 20% reduction in those dropout rates.
USER FLOW
All the information to improve this processes’ success rate was internal, it just had to be pieced together.
My friends on the Customer Service team allowed me to sit in with them for a day while they answered tickets about our onboarding: this brought to light technical issues. With a list of changes, the Compliance and Sales teams specified how information had to be presented to the user from both a legal and branding perspective.
STYLE GUIDE
As this onboarding redesign was simultaneous with an ongoing rebrand, I took this as an opportunity to pare down Paybilt’s digital aesthetic into a more modern one. The goal was to emulate the familiarity of a bank, while conveying that this service is the next step in finance.
DELIVERABLE
Below is the service prototype for the '“Details” section of the onboarding process, test it for yourself! (If you’re on mobile, click here).
SUPPLEMENTAL EMAILS
Communications in tandem with the user flow keep the merchant in the loop of where they are in the signup process. They’re designed to adhere to a strong branding theme, while conveying clarity and security.