Scope

Working with Coinbase, I led the design and delivery of a responsive onboarding experience for Bankident, a fast, regulation-compliant KYC solution used across web and mobile. My focus was on driving user adoption, clarifying a complex flow, and increasing trust. The work spanned discovery, UX/UI design, qualitative research, and multi-stakeholder collaboration—completed in just 3 months.

Process

Our challenge was clear: users were dropping out when asked to hand over full banking credentials during the Bankident process. Around 30% abandoned the funnel at this stage - signaling both trust and comprehension issues.

Discovery & Research

We kicked off with user interviews and usability testing across 50+ participants, focusing on German residents aged 21–50. Findings showed:

• Hesitation to share sensitive login data (e.g., PIN/TAN)

• A preference for directing transfers via familiar banking apps

• Familiarity bias toward Videoldent based on previous experiences

We used Tableau, SQL, and weekly partner reports to pinpoint funnel friction and drop-off moments. From there, we hypothesised that transparency, choice, and control were key to improving adoption.

Design Iteration & Testing

I led iterative prototyping of progressive onboarding flows, incorporating:

• A “Skip” option and alternative verification paths

• Contextual messaging to explain why credentials were needed

• Clear fallback options: eID, video verification, or manual flow

Collaboration with engineers, data analysts, and compliance stakeholders ensured each design passed technical, legal, and usability checks. We continuously refined the experience through frequent user testing and rapid iteration.

Solution

The new onboarding design empowered users to choose their preferred identification method and improved trust through better copy, flow clarity, and fallback options.

Impact:

• 50,000 successful identifications 1 month post-launch, breaking Solaris records

• Our fastest identification to date was completed in 47 seconds and still fulfills all the requirements of the German Anti-Money Laundering Act

• Produced a scalable web-based flow for Coinbase, Binance, and future partners

Our work became the benchmark for onboarding flows using Solaris’ Bankident product - setting new records in both speed and adoption.