Product design
·
2026
Halden
Rebuilding onboarding for a Nordic neobank, so new customers trust it before they fund it.
The brief
Halden is a Nordic neobank. Many new customers started sign-up and left before they added any money.
The team asked me to find out why, and to rebuild the first five minutes of the app.
What I did
I sat in on support calls and spoke with people who had dropped out. The pattern was clear: they didn’t trust the app yet, and we asked for their ID before showing them anything.
So I rebuilt the order around one question: what does a new customer need to see before they trust us with money? The balance view, fees and protection now come first. The identity check comes later, when there is a reason for it.
What changed
+31%
onboarding completion
More new customers now finish sign-up. The identity check still happens, just at the point where it makes sense to them.
