Svetlana

Seamless Onboarding for Qonto Bank Migration

Penta Bank was acquired by Qonto which defined our next goal — to ensure a seamless user migration process through a dedicated registration flow and data automation designed to enhance the overall user experience during the transition.

Research & Analysis
User Interviews
User Journey Map
Success Metrics

High-level Picture

The French startup Qonto acquired its German competitor, Penta. Both companies provide business bank accounts for freelancers, small and medium-sized companies.

Project Overview

Problem: Migrating 50,000 Penta customers to Qonto posed a risk of frustration and customer churn if the process felt complicated or handled in a pushy way.

Solution: We designed a user-friendly migration flow with automated data handling to simplify the transition, overcoming technical and legal constraints.

Result: 52% of users started the migration process, and 76% of them successfully completed it, with 92% transferring their funds.

Task Scoping

In a group brainstorming session, we defined the feature's scope and broke it down into three main components, each with a deeper level of granularity.

Process Timeline

Team involved: Product Manager, Product Designer, Copywriter, PMM

Research & Analysis

Striving to collect valuable insights, we conducted research that allowed us to identify potential challenges, understand user needs, and make informed decisions.

Customer Interview

Managing the merger of two companies is a highly delicate process. If handled in a pushy way, the users might choose another bank in the end. We talked to a couple of people who had a similar experience in the past:

User Preferences

We conducted five interviews with Penta clients, telling them about the upcoming migration. The following analysis revealed three key preferences that are expected for a seamless migration.

Competitors Teardown

To support the ideation process, we researched relevant products to analyze their structure and approach to handling similar features.

User Flow

We aimed to build a user flow that has a minimal number of steps to ensure a maximum number of customers reach the end of the funnel.

Prototyping

Guided by customer insights and competitor analysis, we created wireframes for transitional pages that seamlessly integrate with the existing product experience.

Design Solution

The transition from Penta to Qonto was designed to be as seamless as possible, given the technical and legal constraints as friction.

💡 Reassurance

Throughout the migration process, users are reassured by social proof and compliance badges, reinforcing trust and credibility

💡 In-app Onboarding

The onboarding cards help newcomers explore the new interface

User Testing

Once the solution was ready, we tested it on a small batch of 10 users to uncover pain points and iteratively enhance the experience.

Next Improvement

Based on user feedback, it was not quite clear what to do after the account migration. To address this issue, we developed a Transition page that contains an action list with instructions necessary for finalizing migration.

Design Refinement

We introduced a list of clickable cards on a dedicated page, allowing users to navigate easily and keep track of the necessary actions to complete their Penta account migration.