Old Pre-Onboarding Screens

The existing pre-onboarding carousel was too long and content-heavy, yet still didn’t provide a clear overview of all app offerings.

As Paymob’s services expanded, it became clear that the current content wasn’t scalable or future-proof. We needed a more concise, flexible way to introduce the platform’s value without overwhelming users.

New Pre-Onboarding Screens

The updated content takes a more generalized approach, giving users a clear overview without going too deep too soon.

Subheaders offer additional context where needed, and the tone was rewritten to be more conversational and friendly—aligning with the rest of the onboarding experience.

Key Frames in Old Onboarding Flow

The previous onboarding flow was a much simpler journey. It lacked context around why documents were needed, and verification was almost instant, with little to no wait time after submission.

While this worked for a single market, it didn’t scale with Paymob’s regional expansion. As more countries were added, the process became longer and required additional steps and documentation, making the original experience no longer fit for purpose.

Ideating for New Onboarding Flow

A key challenge in the onboarding revamp was introducing a broader set of documents for merchant verification. What was once a simple process with just a National ID and bank details now required more detailed business and ownership information, depending on the country.

I led a brainstorming session with the lead Product Designer to map out a clear information architecture. We grouped documents logically and designed the flow to guide users step by step.

The focus was on transparency. We wanted users to understand not just what we needed, but why, so the new process felt clear and manageable.

Our first step was to organize the list of requirements into two categories: those that needed uploaded documents, and those that could be submitted as text.

We organized the requirements into three categories: identity, business, and finances, with a mix of text inputs and document uploads. To ease users into the flow, we led with text inputs, reducing early friction before requesting documents.

Instead of separating steps, we designed the flow to collect details and their supporting documents side by side. This approach provided immediate context, helping users understand how the information they entered related to the documents they needed to upload. For example, entering a business name or registration number made the request for a trade license feel more logical and purposeful, reinforcing clarity and continuity throughout the process.

New Onboarding Flow

Entry way for users to begin verification. Since they're unverified, they have to face many limitations within the app. They are prompted with an incentive.

A pop-up appears when users try to access features that are restricted to verified accounts, prompting them to complete the verification process.

When they begin their verification journey, users are given an overview of the documents required. This helps reduce drop-offs and ensures they enter the flow aware that multiple steps and documents will be needed.

A progress bar is added to keep users aware of how much of the journey remains. Requirements are displayed on the top bar, with clear labels and accessible language to prevent confusion as users navigate the new flow.

As discussed earlier, the business and finance sections are split into two parts. Users first provide their details, then upload the accompanying documents. Starting with text inputs helps ease users into the process, while pairing them closely with the relevant documents adds clarity and reinforces the purpose behind each request.