Yuvraj’s approach
Product goal: Complete onboarding for new users successfully in the mobile banking app with all steps.
North-star metric: Onboarding completion rate ( number of new customers wanting to get onboarded vs how many actually got onboarded)
Input metrics: time taken to complete onboarding, drop-off rate, document verification success rate, funding success rate.
Guardrail metrics: fraud detection rate, no of support tickets, app error rate, churn rate
How the team should use these metrics: Diagnose funnel health: use drop off rate analysis to identify friction point at exact step/s. Prioritise fix: If completion time is too high, streamline the UI and decrease the no of steps and include only mandatory steps to decrease onboarding time. If funding fails, improve payment integration. If id verification fails, simplify it. Optimization: Make sure completion rate is high and monitor fraud guardrails. Feedback: Use support tickets to identify where customers are having problems and iterate quickly.