Tradu / Regulated fintech
Improving registration and activation at Tradu.
A customer-experience improvement programme across registration, identity verification, validation, recovery and activation.
01 / The problem
A regulated journey that customers needed to complete.
Registration, identity verification, validation and exception handling formed one connected onboarding journey. Friction at any stage could stop a customer before activation. The challenge was to make that journey easier to complete while preserving regulatory requirements.
02 / My contribution
Connect the customer evidence with the operating reality.
As Onboarding Portal CX Lead, I brought together funnel data, session evidence, customer feedback and operational signals to identify friction and prioritise improvements. I worked with Product, Engineering, Compliance, Legal and Operations to turn that evidence into changes across the journey.
03 / Approach
Improve completion, not just individual screens.
Connect funnel signals, session evidence and customer feedback.
Examine registration, verification, validation and recovery together.
Work across delivery, compliance and operational teams.
Look at completion time, activation, validation and drop-off.
Process reconstruction to explain the work; no internal product screens or customer records are reproduced.
04 / Reported outcomes
A faster journey with fewer avoidable failures.
Approximate figures from the onboarding improvement work, delivered with Product, Engineering, Compliance, Legal and Operations.
What I bring to another team.
A practical ability to connect UX research, product analytics, customer experience and regulated operations. I can help identify what prevents customers reaching value, align the people who can change it and measure whether the journey improves.