Case Study: a leading UK bank improves digital onboarding with Decode by Entropik

a leading UK bank reduces verification drop-offs by 25% with Entropik

The leading UK bank partnered with Entropik to evaluate and improve the usability of its complex digital account opening journey. The challenge was to identify specific friction points causing user hesitation, errors, and drop-offs across a multi-step application form that required users to share sensitive personal and financial information.

Using Entropik's Decode platform for unmoderated website testing, the bank gained deep insights into user behavior and cognitive load. This research-backed approach led to targeted improvements, such as introducing progress indicators, improving real-time validation, and simplifying complex sections. These changes implemented by Entropik collectively reduced cognitive load, improved completion efficiency, and enhanced user confidence throughout the onboarding process.