The Onboarding Checklist We Use for Every Client

TL;DR

We've distilled 20 items into a master checklist. Use it to audit your onboarding flow. Covers UX, compliance, analytics, messaging, and retention. Clients who complete this checklist see 15–25% lifts in activation. It's not rocket science; it's discipline.

UX & Design (5 items)

1. Progress Indicator Present

Step 2 of 5, or visual progress bar. Users should know how far they've come and how far they have to go.

2. Required Fields Only

Audit every field. If it's not required by the regulator, delete it. "Optional" fields are still friction.

3. Smart Defaults Applied

Pincode auto-fills city/state. Aadhaar pre-fills name/DOB. Pre-select the most common option when it makes sense.

4. Error Messages Are Helpful

Not "Invalid input." Instead: "Email should be like user@domain.com" or "PAN is 10 characters with no spaces."

5. Mobile-First Design

Test on actual phones. 2 fields per screen on mobile, not 5. Buttons are 48px minimum. Keyboard doesn't hide labels.

Compliance & Risk (4 items)

6. KYC Audit Complete

Legal has reviewed the KYC flow. All SEBI/RBI requirements are met. No shortcuts, no over-collecting.

7. PAN Verification Working

NSDL integration is tested. Error messages explain why a PAN failed (mismatch, not found, etc.).

8. Document Verification Clear

Users know which ID documents are accepted (Aadhaar, PAN, Passport). Photo quality requirements are communicated upfront.

9. Data Privacy Explained

Link to privacy policy is visible. Users know data won't be sold or misused. Especially important for bank linking.

Analytics & Measurement (4 items)

10. Event Tracking Set Up

Key events tracked: signup_started, kyc_step_X_completed, kyc_failed, account_verified. Use MoEngage or Mixpanel.

11. Funnel Analysis Daily

Run a funnel report every day. See drop-offs by step. Spot anomalies (spike in step 3 drop-off = something broke).

12. Platform Breakdown

Track iOS vs Android separately. Completion rates often differ by 5–10%. Know which platform needs fixes.

13. Time-to-Completion Tracked

Average time from signup_started to account_verified. If it spikes, something broke or got harder.

Messaging & Automation (4 items)

14. No Marketing During KYC

Suppress all promotional emails until account activation is complete. Marketing emails during KYC feel tone-deaf.

15. Post-Drop-Off Sequence

SMS at hour 2, push at hour 8, email at hour 24 if user drops mid-KYC. Recover 15–20% of drop-offs.

16. Onboarding Help Available

FAQ or support chat visible in KYC flow. Users stuck on PAN or document upload should have a help option.

17. Success Email Sent

When account is verified, send a congratulations email + feature onboarding guide. Start engagement here, not during KYC.

Retention & Activation (3 items)

18. First Action Guided

New users should be prompted to take their first action (make a trade, create a SIP, etc.). Don't leave them in an empty state.

19. Deposit Flow Optimized

First deposit should be 2–3 steps, not 7. Smart defaults. No review screens. Momentum.

20. Activation Metric Defined

What does "activated" mean for your app? First trade? First deposit? First SIP? Define it, measure it, optimize for it.

How to Use This Checklist

Go through the 20 items. Check off what you have. Rate each item: Green (done well), Yellow (partially done), Red (missing).

Focus on the missing items that will likely have the biggest impact. Usually: progress indicator, event tracking, post-drop-off sequences, and required fields audit.

Don't try to do all 20 at once. Batch them: UX (5 items) in one sprint, compliance (4) in another, etc. Measure after each.

Before: Establish baseline completion rate. After: Re-measure funnel after each batch. Which items moved the needle most?

The Reality Check

This checklist isn't theory. It's distilled from 100+ audits. Every item here has proven impact. You probably won't be missing all 20. But most teams are Red or Yellow on 5–8 items. Those gaps are your upside.

A team that completes this checklist typically sees 15–25% improvements in activation. Not because of one magic thing, but because of discipline across 20 small things.