RB AL Onboarding Flow
Guerrilla usability testing for youngsters app
#onboarding
#usability testing
#mobile
#KYC
#summary
#prototype
#iteration
Usability prototype testing
Summary

Research evaluated the usability of the RB AL onboarding flow designed for a mobile banking app targeting young users (18–31 years old). Conducted through guerrilla testing with  10 participants who completed the onboarding prototype independently and were subsequently interviewed. The goal was to assess the clarity, engagement, and perceived effort of the flow, as well as its alignment with the expectations of a youth audience.

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Conducted in April 2023.

Key takeaways
  • Users appreciated the clean design, illustrations, and general structure of the flow
  • The summary screen was the most criticized element - users found it repetitive, text-heavy, and lacking time transparency
  • Many steps, especially around regulatory data collection  felt overwhelming or unnecessary for a youth audience
  • Participants emphasized the need for:
    1. Shorter flow
    2. More visual communication
    3. Auto-fill and contextual explanation
  • The flow felt too serious, generic, or sterile - it lacked elements tailored to younger users
  • Despite issues, the flow was generally understood and usable without major blockers
Scope and goal
  • To evaluate the usability and emotional response to the RB AL onboarding flow for a mobile banking app targeting young users (18–31)
  • To identify friction points, drop-off risks, and misalignments with youth expectations
  • To test visual tone, flow logic, and task clarity across onboarding steps
Methods
  • Participants: 10 users aged 18–31
  • Methodology:
    1. Unmoderated usability testing of mobile prototype
    2. Moderated follow-up interviews directly after task completion
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  • Research questions:
    1. How do users perceive the flow structure and duration?
    2. What are their reactions to content, design, and tone?
    3. Does the flow feel appropriate for a younger audience?
Results
  • Illustrations were praised, but inconsistencies (2D vs. 3D) and lack of youthful flair were noted
  • Content:
    1. Excessive text led most users to skip reading
    2. Users disliked repetitive screens and unclear terms (e.g., source of funds, transaction type)
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  • Summary screens:
    1. Too frequent and redundant
    2. Users wanted to see only upcoming steps or time remaining
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  • Specific UI issues:
    1. Unclear CTAs on welcome screen
    2. Need for tooltips, autofill, clearer field explanations
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  • Young users’ expectations:
    1. Fast, simple, and engaging onboarding
    2. Clear upfront information about time and data needed
    3. Less regulation-heavy or better explained regulatory steps
    4. Personalization and more “fun” or modern UI
See full results