Lumen Bank — Onboarding Redesign

Lumen was losing more than a third of applicants partway through account opening — mostly at document upload and identity verification steps.

We mapped every drop-off point against session recordings, then prototyped a progressive flow that surfaced fewer fields at once and explained *why* each one mattered.

Completion rates rose 46% in the first quarter post-launch, with verification-step abandonment down by more than half.