Challenge
The neobank was losing 70% of sign-ups in the KYC step. The drop-off was hitting the bottom line. They needed to fix it without rebuilding the entire platform, while staying RBI-compliant.
Approach
- Audit the onboarding funnel with session recordings and event-level analytics.
- Identify the top 3 friction points and design fixes for each.
- Rebuild the KYC step with Setu and a clearer progress indicator.
- A/B test the new flow against the legacy flow for 4 weeks.
- Roll out the winning variant and instrument the funnel for ongoing monitoring.
Results
- From 70% to 35% KYC step drop-off.
- From 12% to 16.5% sign-up to funded account.
- From high to lower cost per funded account.
Testimonial
“We cut our drop-off in half and lifted funded accounts by 38%. The team understood our compliance constraints from day one.”
- Sahil Khanna, Head of Growth, Clearline Bank, Bengaluru