Ensuring that your customer has a positive onboarding experience is key to avoiding drop-offs and enhancing the user experience.
When a customer signs up to your business, the onboarding process is the first experience of your business that they will see. The impact of this can be huge. If a customer has a negative experience, they are more likely to take their business elsewhere.
Provide a positive user experience and onboard up more customers – but what are the 7 principles of a better onboarding UX?
1. Comply with the latest regulatory requirements
Regulators are constantly updating the latest regulations and moving the goalposts for KYC and AML requirements. With age and identity verification at the forefront of the legislation, ensuring a simple verification process for customers will help enhance the user experience whilst also being compliant.
2. Customer encouragement
In today’s digital age, customers aren’t looking for lengthy onboarding processes. If you add in a step countdown or progress bars so that customers can see how far along in your process they are, they are more likely to complete the process.
However, saying that, if a customer sees steps from 1 to 10, they will more than likely drop off from your onboarding experience – keep it short and encourage your customers where you can.
3. Simplify the process
Following on from customer encouragement, create a seamless journey – don’t over complicate things for your customers. Design for the naive user. Not all of your customers will be tech-savvy and will need your onboarding experience to be a seamless, simple process.
4. Quick & easy process
Providing customers with clunky and long sign up forms will, again, result in drop-offs. Rather than manual checks for identity verification, allow for automated processes within your onboarding experience. This will ensure a quick process for your customers, but also identity confidence for operators. Hello Soda’s solutions will allow for operators to provide customers with a sub-10 click account creation process – including identity verification checks.
5. Ensure the same process across all devices
Nowadays, customers are constantly on the go, they may be accessing your business through their mobile device, but when they are at home they may want to access through their desktop device. Don’t compromise experience on different devices – it is important to have a positive experience across all devices.
6. Provide security reassurance
Customers tend to be more reluctant to share their personal details with a business if they feel as though they can’t be trusted. Provide reassurance during your onboarding journey so that your customers feel comfortable and a sense of security. This will allow operators to carry out identity verification checks much more easily.
7. Automate the process
Rather than manual checks for identity verification, allow for automated processes within your onboarding experience. This will ensure a quick, seamless onboarding process for your customers, but also identity confidence for operators.
It is key for operators to comply with the ever-changing regulations within the industry without comprising their onboarding user experience. Simplify and automate your processes with Hello Soda’s verification tools.
How we can help
Verify and onboard up to 68% more customers than with traditional identity verification methods, using our single universal API.
With Hello Soda’s one simple, global solution, Sodium, we can enable you to verify your customers in real-time whilst significantly uplifting your customer acquisition. Whether you wish to use document verification, social verification, utility data, dark web checks, traditional CRA data or a combination to verify a user, Sodium is the solution for you.
Learn more about how we can help to automate and simplify your verification processes to ensure a positive, seamless onboarding user experience. Book a demo today and see for yourself how powerful our suite of solutions are.