All case studies
Financial services · Mobile payments startup
Finding where new users drop out of sign-up
1,850
User interviews & surveys
31%
Drop-off explained
2 wks
To actionable report
The challenge
Analytics showed where users left, but not why. The team needed real voices from first-time smartphone banking users.
Our approach
We combined short surveys with guided product walk-throughs, gathering verbatim feedback at every step of sign-up.
The outcome
Identity checks were simplified and copy rewritten; the client reported a significant lift in completed sign-ups.