Reducing Onboarding Drop-Offs for a Micro-Health Insurtech Startup
Simplifying ID verification through clearer microcopy and user guidance
Overview
During onboarding, most users dropped off at Step 2. After reviewing the flow, I found that the instructions were unclear and too technical, making it hard for users to understand which documents were required. This created friction and uncertainty, leading to a major drop in completed registrations. The client needed clearer, more reassuring microcopy to guide users through verification.
❌ The Problem
Users dropped off at step 2 during onboarding because they didn't understand what documents were needed. Technical language and unclear instructions created friction and uncertainty.
✓ My Approach
I created clearer microcopy with step-by-step guidance and reassurance messaging. The goal was to reduce confusion, remove technical barriers, and help users move smoothly through the verification stage.
The Solution: UI/UX Design
Onboarding Screen Design
Clear microcopy + intuitive design = reduced friction
The Copy Strategy
Headline: "Upload a clear photo of your ID"
Supporting Copy: "National ID, Driver's License, or Passport"
Reassurance: "We'll verify your coverage in under 60 seconds"
The Results
I successfully designed an onboarding screen that simplified the registration process for new users, reducing friction and boosting registration rates.