Simplifying Online Onboarding for Newcomers in Canada
Research Methods used
Competitive Analysis, User Interviews
Tools
Role
UX Researcher, UI Designer
Team
Individual
Timeline
September 2025 - October 2025
Human-centered Problem Statement
When newcomers to Canada try to open an online bank account, they often run into confusing steps, unclear document requirements, and dead ends. What should be a simple first step toward settling into a new life becomes frustrating and time-consuming, pushing many users to abandon the process and visit a branch instead.
For banks, this increases support and onboarding costs. For users, it delays access to essential financial services when they need them most.
Project Goals
🎯 Help users feel confident and informed throughout the process.
🎯 Encourage successful account setup and reduce drop-offs for the business.
🎯 Enhance trust by providing a supportive experience for newcomers.
Final Design
What I Changed to Make Onboarding Feel Less Intimidating
When you’re new to a country, even simple things like opening a bank account can feel overwhelming. Instead of adding more steps or more instructions, I focused on making the experience feel calmer, clearer, and more supportive from the very first screen.
Here are the three changes that shaped the new onboarding flow:
“Where am I in this process?”
Step-by-step progress indicator
Many newcomers don’t know how long the online banking signup will take or what’s coming next. That uncertainty alone is enough to make people quit.
So I added a simple “Step 1 of 5” progress indicator. It quietly answers the question “How much more do I have to do?” and breaks the flow into small, manageable pieces. Instead of feeling lost, users can see their progress and feel motivated to keep going.
“What does that even mean?”
Friendly banking terms (quick info cards)
For someone new to Canada, words like chequing account, SIN, or direct deposit aren’t obvious. When users hit unfamiliar terms, they either guess, Google it, or give up.
To fix that, I introduced quick, interactive info cards that explain key banking terms in plain language. Users can tap to learn what something means, move on when they’re ready, and come back anytime if they forget. It turns confusion into small moments of clarity instead of roadblocks.
“I don’t even have the right documents yet.”
Get-ready screen + document checklist
A lot of users start onboarding full of hope… and then hit a wall when the app asks for documents they don’t have on hand.
So before the flow even begins, I added a get-ready screen with a clear document checklist. It shows everything users will need upfront, so they can prepare before they start. No more getting halfway through and realizing they’re stuck.
Impact at a Glance
After building the final onboarding flow, I tested it with newcomers to Canada to see whether it actually reduced confusion and friction.
✅ “Seeing the steps makes it feel less scary. I know what I’m getting into now.”
Participants immediately noticed the progress indicator and said it made the process feel shorter and more manageable. Instead of feeling lost, users felt oriented and more confident continuing through the flow.
💡 Fewer “wait, what does that mean?” moments
Users actively used the quick info cards when they hit unfamiliar terms. Instead of guessing or leaving the app to Google definitions, they stayed in the flow and said they felt more confident about what they were agreeing to.
🌟 Stronger first impression of the bank
Users described the experience as clearer, friendlier, and more welcoming than typical banking apps.
Research Process
How was this problem discovered?
I began by exploring the online banking sign-up experience for newcomers through online reviews, market research, and informal conversations with recent immigrants.
A consistent pattern emerged: users found the process confusing and time-consuming, unsure about banking terminology, required documents, and what steps to complete first.
It was noted that existing online banking systems assume prior knowledge of Canadian banking, making the experience challenging for first-time users.
Initial Research Question
“How can guided onboarding improve newcomers’ confidence and understanding when signing up for online banking in Canada?”
To avoid designing in isolation, I reviewed onboarding flows from three major Canadian banks: RBC, TD, and CIBC.
Rather than conducting deep audits for each, I focused on identifying shared patterns and gaps related to terminology clarity, guidance, and onboarding friction.
*To be noted:
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RBC was analyzed in-depth as the primary benchmark.
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Other banks were reviewed to validate patterns and avoid single-product bias.
To validate these issues further, I conducted User Interviews to uncover first-hand experiences.
A collective look at the insights found
By combining patterns from major Canadian bank onboarding flows (RBC, TD, CIBC) with interviews from newcomers, several clear problems emerged. These weren’t isolated usability issues; they were emotional and cognitive barriers that repeatedly stopped users from moving forward.
😕 Newcomers don’t know what they’re getting into
Uncertainty makes onboarding feel harder than it is
Across bank flows, users were rarely told how long onboarding would take or how many steps were involved. Interview participants confirmed that the lack of visibility into progress made the process feel longer and more intimidating than expected.
When users couldn’t see an end in sight, motivation dropped, even when the tasks themselves were simple.
📄 Users start unprepared and only realize it too late
Missing documents create mid-flow panic
Most onboarding flows failed to clearly communicate the required documents upfront. As a result, users often began the process optimistically, only to hit a roadblock when verification started.
Interview participants described this moment as frustrating and discouraging, especially when they felt they had “wasted time” getting halfway through.
🧠 Banking language assumes prior knowledge
Unfamiliar terms cause hesitation and second-guessing
Competitive analysis showed that Canadian banking terms were frequently introduced without explanation. Interviews revealed that newcomers often paused, guessed, or left the app entirely to look things up.
This hesitation wasn’t about intelligence; it was about fear of making a costly mistake in an unfamiliar system.
😬 High-stakes steps feel stressful and unsupported
Users want reassurance, not just instructions
During identity verification and account setup, users felt anxious about entering sensitive information correctly. While some instructions existed, participants said they wanted confirmation that they were “doing it right”, not just what to do next.
Without reassurance, mistakes felt risky, and confidence dropped sharply.
💔 The experience feels transactional, not supportive
Onboarding lacks emotional safety
Both research methods revealed a shared tone problem: onboarding flows assume ideal conditions and confident users. There’s little acknowledgment that users may be new, unsure, or anxious.
For newcomers navigating a new country and financial system, this made the experience feel rushed and impersonal, at a moment when trust matters most.
Key Takeaway
Newcomers aren’t just struggling with steps; they’re struggling with uncertainty, fear of mistakes, and lack of reassurance.
This insight directly shaped my design decisions: focusing less on adding instructions and more on guidance, clarity, and emotional support throughout the flow.
How Research shaped the Design Solutions
Each design decision directly responds to a real pain point uncovered through competitive analysis and user interviews.
😕 Insight: “I don’t know how long this will take.”
➡️ Design Response: Step-by-Step Progress Indicator
I introduced a clear “Step 1 of 5” indicator to show users where they are and what’s coming next. This reduces uncertainty and makes onboarding feel more manageable from the start.
📄 Insight: “I didn’t realize I needed these documents.”
➡️ Design Response: Get-Ready Screen + Document Checklist
Before onboarding begins, users are shown exactly what documents they’ll need. This helps them prepare upfront and prevents mid-flow drop-offs.
🧠 Insight: “I’m not sure what this term means.”
➡️ Design Response: Friendly Banking Terms (Quick Info Cards)
Key terms are introduced through simple, tappable info cards that users can explore at their own pace without leaving the flow or feeling embarrassed for not knowing.
😬 Insight: “What if I mess this up?”
➡️ Design Response: Guided Onboarding with Reassurance
Clear microcopy, confirmation cues, and supportive messaging reassure users that they’re on the right track, especially during verification and setup.
Something to reflect on
Working on this project made me realize that the biggest challenges for newcomers weren’t technical, but emotional.
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Users weren’t just unfamiliar with banking terms; they were anxious about making mistakes and unsure of what to expect.
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This pushed me to focus on creating an onboarding experience that doesn’t just guide users through steps, but also reassures and educates them along the way.
Every design choice, from the progress indicator to the educational cards and document checklist, was informed by these insights to make the process feel clearer and more manageable.