ERC App
The project aimed to enhance the customer onboarding portal by implementing updates aligned with the latest IRS regulations. The existing design caused confusion among users, resulting in a significant drop-off rate during registration. The main goal was to streamline the onboarding flow and improve communication through responsive and engaging email notifications.
Challenges
• Regulatory compliance: The system required updates to fully align with new IRS and data security standards.
• High abandonment rate: Many users dropped off before completing onboarding due to unclear navigation and poor progress visibility.
• Inconsistent communication: The existing email notifications were generic, text-heavy, and lacked personalization, making users feel disconnected from the process.
• Outdated design: Emails and interface layouts were not responsive, leading to poor readability on mobile and tablet devices.
• Fragmented user flow: Users didn’t clearly understand what to expect after each step of providing company or financial information.
Approach
To address these challenges, I led a comprehensive redesign and communication optimization process aimed at creating a clear, compliant, and user-friendly onboarding journey.
• Conducted a UX audit of the existing onboarding flow to identify weak points and content gaps.
• Developed a detailed User Flow for email notifications, ensuring each touchpoint provided meaningful updates tied to user actions.
• Designed responsive email templates for every onboarding milestone, using branded visuals, intuitive layouts, and concise messaging to guide users effortlessly.
• Introduced dynamic progress tracking within emails to help users visualize their advancement through the process.
• Collaborated closely with compliance and development teams to guarantee adherence to IRS and data security requirements.
• Performed user testing sessions to validate email effectiveness, timing, and overall clarity of communication.
View all case
Results
• 30% increase in user satisfaction, driven by clear communication and visually engaging updates.
• Significant reduction in drop-off rate — users now completed the onboarding flow more consistently.
• Improved regulatory compliance, ensuring the system met all new IRS and security standards.
• Enhanced engagement through responsive, well-structured email designs that worked seamlessly across devices.
• Strengthened brand perception, as users associated the updated onboarding process with transparency, trust, and professionalism.
• Overall, the redesigned communication flow transformed a previously confusing process into a streamlined, intuitive experience that empowered users and improved retention.
