Project
Bank Integration
For SMB companies in Chile, connecting their bank accounts to Chipax is crucial for bank reconciliation and managing cash flow to stay financially healthy. The absence of Open Banking in the country makes this a complex and often frustrating flow for users.
Role
Product Designer
Category
Fintech SaaS B2B
Company
Chipax.com
Duration
5 weeks
Team
1 PD + 1 PM + 4 ENG
Year
2023
Challenge
The existing "Add Bank Account" flow experienced high user drop-off due to its unclear and frustrating nature. This resulted in a 25% surge in support tickets related to bank connectivity, and a low feature adoption rate of only 13%, hindering Chipax's core value proposition.
Solution
I redesigned the bank account integration flow using a modal overlay to provide clear, step-by-step guidance. This solution, informed by user behavior tracking, analysis of over 320 support tickets, and user interviews, was a collaborative effort with Product Management, Marketing, and Data Engineering. The primary goals are to reduce support load and double feature adoption by creating a simple and self-explanatory process.
25% → 12%
Decrease support tickets in one month
13% → 37,6%
Increase feature adoption in one month
Let's talk.
We could work together.
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