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87% of users abandoned onboarding.
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Conversion rate stuck at 13%.
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Aimed for enhanced customer experience.
First Bank, a financial institution under J&C Flowers & Co., developed a mobile banking app aiming to enhance flexibility, convenience, and control over customersβ finances. However, despite significant app downloads, they observed a dismal conversion rate. Approximately 87% of users abandoned the onboarding process, leading to a conversion rate of only 13%. This presented a major hurdle for First Bank as conversion rates are critical for ensuring users engage comprehensively with the app.