User-Centric Login and Onboarding Overhaul Drives Auto Pawn Platform Success

Core Issue

Spingo is a platform that presents a compelling proposition for users: loans in exchange for their vehicles without relinquishing the ability to drive them. However, it faced a problem that required immediate attention for the company to grow, attract more users to the product, and streamline the workload for its employees.

Problem statement

Develop a new login, account creation, and onboarding flow aimed at significantly reducing the challenges users face in uploading documents and comprehending the process.

Role and contributions

I was brought on board as a freelance UX Designer with the task of comprehending the onboarding process and crafting a more intuitive and user-friendly flow. The overarching objective was to substantially decrease user churn resulting from a complex and confusing process. I learned the importance of showing the user each step of the process while providing timely feedback from the platform. My focus was on the business objective of increasing the number of active users and simultaneously streamlining the work for Spingo's employees.

Login and Signup

One of my initial actions involved enhancing the user experience by designing a user-friendly login and account creation page. By relying solely on the user’s email, we efficiently discerned whether they were a returning or first-time user, guiding them seamlessly through the respective processes of password entry or new account creation. Moreover, I integrated hassle-free login alternatives via Google or Facebook, contributing to the overall simplification of the entire process. Notably, this revamped page stands out for its simplicity compared to Spingo’s previous interface.

Onboarding

Upon successfully creating an account or logging in, users are prompted to submit specific documentation for their loan application. Every step in this process is distinctly delineated, offering users clear guidance, and importantly, there’s no mandatory order for uploading documents, providing flexibility in their submission.

Onboarding Process. ID documentation uploaded

Onboarding Process. ID documentation validating

Onboarding Process. ID documentation. There's a problem

Onboarding Finished

At the end of the document uploading process, users have the capability to review each step and the documents they have submitted seamlessly without having to exit the process. This feature ensures a user-friendly experience and facilitates a transparent overview of their submission. Leveraging the provided documents, Spingo’s dedicated employees can perform a thorough account analysis and extend continuous assistance to the user.