Digital Wallet Onboarding
Cutting Onboarding from 11 Minutes to Under 2
A high-growth Pakistani digital wallet competing with established neo-banks.
The challenge
The wallet was burning paid acquisition spend without converting. Sign-up completion sat at 38%, meaning more than six in ten potential users dropped off before they ever made a transaction.
KYC alone took eleven minutes on average, with three separate document uploads and a video step.
Compliance constraints were real and non-negotiable. But the way they had been engineered into the flow was the problem, not the regulations themselves.
Our approach — the ADAS framework in practice
Architect
Mapped the funnel against drop-off data and pinpointed three friction points causing 80% of abandonment. Worked alongside the compliance team to separate regulation from inherited habit.
Deliver
Rebuilt CNIC capture with on-device edge detection. Replaced the 30-second video liveness check with a 4-second selfie sequence. Re-sequenced KYC so compliance was met in a smarter order, not bypassed.
Advise
Stayed as their product-engineering thinking partner through post-launch optimization. When the regulator updated guidance mid-rollout, we adapted the flow inside a week without touching the gains.
Scale
Designed the onboarding stack to plug in new identity providers, new markets, and new product lines without rework. The same architecture now supports international expansion.
The outcome
Onboarding time dropped to under two minutes. Completion rate nearly doubled. Customer acquisition cost fell because the same paid traffic now actually became active users. Fraud rates held steady, proving compliance wasn't watered down, just better designed.
−82%
Onboarding time
38% → 71%
Completion rate
−44%
Effective CAC
Unchanged
Fraud rate
Why it mattered
“Compliance and conversion aren't opposites. They're opposites only when nobody in the room understands both at the same time.”
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