Onboarding portal
The onboarding process faced major issues: over a third of users dropped off, the portal needed updates for new IRS and security standards, and unclear navigation with inconsistent design led to a confusing user experience.
Challenges
High drop-off rate: More than one-third of users were not completing the onboarding process.
Regulatory compliance: The portal had to be updated to meet new IRS standards and security requirements.
Complex user flow: The existing interface lacked clarity and hierarchy, making it difficult for users to understand the next steps.
Inconsistent design: Visual inconsistencies and fragmented interactions created a disjointed experience.
Approach
Our redesign process followed a structured UX methodology, combining user research, design strategy, and iterative testing.
• User Experience Audit — We conducted usability testing and analyzed user behavior to identify friction points in the registration flow.
• Information Architecture Redesign — The content structure was reorganized to provide a clear step-by-step journey for new users.
• Simplified Forms — We reduced cognitive load by removing unnecessary fields, improving error handling, and introducing inline guidance.
• Visual System Update — We developed a clean, modern UI consistent with the company’s brand identity and accessibility standards.
• Interactive Features — Tooltips, progress indicators, and contextual hints were added to support users throughout the process.
• Iterative Testing — Multiple design iterations were tested with real users and internal stakeholders to ensure clarity and compliance.
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Results
The redesigned onboarding portal delivered measurable improvements across all key performance indicators:
• 40% reduction in drop-off rate — More users completed the onboarding successfully.
• 100% compliance with the latest IRS standards.
• Improved user satisfaction — Post-launch surveys indicated higher clarity and ease of use.
• Streamlined support workload — Fewer user errors and inquiries related to onboarding issues.
