Making Account Linking
easy for Jupiter users
Making Account Linking easy for new users
Redesigned Jupiter’s account linking flow to boost clarity and trust.
Led to a 54% increase in activation and a 44% increase in accounts tracked per user.
Redesigned Jupiter’s account linking flow to boost clarity and trust. Led to a 54% increase in activation and a 44% more accounts tracked per user.
Redesigned Jupiter’s account linking flow to boost clarity and trust. Led to a 54% increase in activation and a 44% more accounts tracked per user.
Project Debrief
Project Debrief
Project Debrief
problem statement
problem statement
problem statement
Revamping the account linking flow for new users
About Jupiter
Jupiter is a B2B fintech startup revolutionizing personal finance management for Indian customers
Account-linking flow
Users can link their external bank accounts credit card to get rich financial insights on their data
My Role
Sole User Experience Designer
- Data analysis and user research
- High-fid design and usability tests
UXD Process
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Exploring Constraints
Exploring Constraints
Exploring Constraints
Understanding the tech
What is an account aggregator?
So, to ensure data security
Jupiter fetches data via a certified provider : Finvu
This is a constraint as most errors stem from third parties like account aggregators or banks, but users often perceive Jupiter as the culprit.
Understanding the tech
What is an account aggregator?
So, to ensure data security
Jupiter fetches data via a certified provider : Finvu
This is a constraint as most errors stem from third parties like account aggregators or banks, but users often perceive Jupiter as the culprit.
Understanding the tech
What is an account aggregator?
So, to ensure data security
Jupiter fetches data via a certified provider : Finvu
This is a constraint as most errors stem from third parties like account aggregators or banks, but users often perceive Jupiter as the culprit.
Main problem
User trust and Understanding
Painpoint 1
How do I do it?
Users felt lost and confused during the account linking process
Pain point 2
Is the process safe?
Receiving OTPs from unknown sources made users fear data leaks
Painpoint 3
How do I fix errors?
60% of users experienced failures with no clear next steps.
As a result, users go
"Eh, I ll do it later"
This is a problem because linking accounts is the gateway to meaningful insights. Without it, users can’t access the app’s core value, making the app essentially useless.
Main problem
User trust and Understanding
Painpoint 1
How do I do it?
Users felt lost and confused during the account linking process
Pain point 2
Is the process safe?
Receiving OTPs from unknown sources made users fear data leaks
Painpoint 3
How do I fix errors?
60% of users experienced failures with no clear next steps.
As a result, users go
"Eh, I ll do it later"
This is a problem because linking accounts is the gateway to meaningful insights. Without it, users can’t access the app’s core value, making the app essentially useless.
Main problem
User trust and Understanding
Painpoint 1
How do I do it?
Users felt lost and confused during the account linking process
Pain point 2
Is the process safe?
Receiving OTPs from unknown sources made users fear data leaks
Painpoint 3
How do I fix errors?
60% of users experienced failures with no clear next steps.
As a result, users go
"Eh, I ll do it later"
This is a problem because linking accounts is the gateway to meaningful insights. Without it, users can’t access the app’s core value, making the app essentially useless.
Analysing Current Gaps
Analysing Current Gaps
Analysing Current Gaps
Secondary Research
Secondary Research
Secondary Research
Social Media Mining
& Data Analysis
To identify unmet user needs, I employed both primary and secondary research methods to uncover pain points and conducted a design audit of the existing flow to reveal key gaps.
Community Feedback
to find painpoints within existing power users
Community Feedback
to find painpoints within existing power users
Community Feedback
to find painpoints within existing power users
Social Media
to find issues users felt strongly about and were a usability catastrophe
Social Media
to find issues users felt strongly about and were a usability catastrophe
Social Media
to find issues users felt strongly about and were a usability catastrophe
These peopla are registering our personal data with a third party? ... Then, I went and removed my accounts from finvu and deleted my finvu altogether
These peopla are registering our personal data with a third party? ... Then, I went and removed my accounts from finvu and deleted my finvu altogether
These peopla are registering our personal data with a third party? ... Then, I went and removed my accounts from finvu and deleted my finvu altogether
23% Users
had not added their accounts even after month 1 (M1 activation)
23% Users
had not added their accounts even after month 1 (M1 activation)
23% Users
had not added their accounts even after month 1 (M1 activation)
53% Users
dropped the activation flow in the first screen (high bounce rate)
53% Users
dropped the activation flow in the first screen (high bounce rate)
53% Users
dropped the activation flow in the first screen (high bounce rate)
Design audit
Design audit
Design audit
The current flow is time consuming, unreliable, and incites no anticipation.
The current flow is time consuming, unreliable, and incites no anticipation.
The current flow is time consuming, unreliable, and incites no anticipation.
Defined User Needs
Defined User Needs
Defined User Needs
Key findings
Lack of trust, clarity and error handling were key issues
Insight
Lack of Clarity
Users are overwhelmed or lost on the next steps of the process
No error handling
Users are unable to troubleshoot on the error screen
Lack of Trust
Users dont trust Jupiter when they get OTP requests from an unknown site.
Supporting data
53%
Drop-off Rate on the first screen
8%
Flow completion rate
23%
Activation rates
User need
User education
Users need to know how the
Troubleshooting
Users need a way to know why the account linking process failed
Informed consent
Users need to know what details are being shared and to whom.
Key findings
Lack of trust, clarity and error handling were key issues
Insight
Lack of Clarity
Users are overwhelmed or lost on the next steps of the process
No error handling
Users are unable to troubleshoot on the error screen
Lack of Trust
Users dont trust Jupiter when they get OTP requests from an unknown site.
Supporting data
53%
Drop-off Rate on the first screen
8%
Flow completion rate
23%
Activation rates
User need
User education
Users need to know how the
Troubleshooting
Users need a way to know why the account linking process failed
Informed consent
Users need to know what details are being shared and to whom.
Key findings
Lack of trust, clarity and error handling were key issues
Insight
Lack of Clarity
Users are overwhelmed or lost on the next steps of the process
No error handling
Users are unable to troubleshoot on the error screen
Lack of Trust
Users dont trust Jupiter when they get OTP requests from an unknown site.
Supporting data
53%
Drop-off Rate on the first screen
8%
Flow completion rate
23%
Activation rates
User need
User education
Users need to know how the
Troubleshooting
Users need a way to know why the account linking process failed
Informed consent
Users are unable to
troubleshoot on the error screen
Finding Solutions
Finding Solutions
Finding Solutions
Design Iterations
Design Iterations
Design Iterations
Different explorations via mid-fidelity wireframes
Different explorations via mid-fidelity wireframes
Identified Solutions
Identified Solutions
Identified Solutions
Finalised Features
Finalised Features
Facilitate User Understanding
Facilitate User Understanding
Facilitate User Understanding
Priming users early to ensure success.
UX improvements:
Improves user clarity
Primes the user
Establishes trust
Process visibility
Make the process efficient
Make the process efficient
Make the process efficient
Linking multiple accounts at once
UX improvements:
Create early delight
Auto-fetch details
Informed consent
User trust
Guide the user
Guide the user
Guide the user
Actionable Error Handling
UX improvements:
Troubleshooting
Tailored action
Inform the user at flow completion
Inform the user at flow completion
Inform the user at flow completion
Delight on success, Inform on failure
UX improvements:
Status indicators
Celebrate Success
Remove dead-end experiences
Finishing touches
Finishing touches
Finishing touches
Impact
Impact
Impact
quantifying impact
Improved business metrics and user satisfaction
65%
increase in new user activation rates
44%
increase in tracked accounts per user
12%
decrease in bounce-off rates
quantifying impact
Improved business metrics and user satisfaction
65%
increase in new user activation rates
44%
increase in tracked accounts per user
12%
decrease in bounce-off rates
quantifying impact
Improved business metrics and user satisfaction
65%
increase in new user activation rates
44%
increase in tracked accounts per user
12%
decrease in bounce-off rates