Neobank mobile onboarding: from 38% completion to 71% in 12 days
Series A neobank, EU
Onboarding completion up from 38% to 71%. CAC down 47% in the first month.
38% → 71%
Onboarding completion
14s → 2.6s
KYC decision time
12
Days to ship
The situation
- A Singapore-based neobank had spent 7 months perfecting its visual onboarding.
- The screens were beautiful, and the funnel was bleeding.
- 62% of applicants dropped off before account creation.
What we did
- Unified KYC layer with Sumsub + Veriff failover and circuit breakers
- Streamed document upload to Cloudflare R2, no in-memory image
- Resilient onboarding state machine with idempotent transitions
- Fraud check reason codes + one-tap appeal flow
- Funnel telemetry tied to per-user crash reports
- Phased rollout tooling with server-side feature flags
The result
- The neobank's CAC dropped 47% in the first month after rollout.
- Funded accounts grew from ~620/month to ~1,180/month at the same marketing spend. The KYC failover layer also reduced vendor lock-in risk, which the founders flagged as a Series B diligence win.
Timeline
How it unfolded
Days 1-2
Funnel instrumentation
Days 2-4
KYC failover layer
Days 4-7
Streamed document upload
Days 7-9
Fraud check transparency
Days 9-11
State machine + restart safety
Day 12
Phased rollout
“Marketing has been pushing on copy for 5 months. The actual fix was in the pipes. CAC dropped almost overnight.”
Head of Growth · Neobank · Singapore
Stack
React NativeSumsub + VeriffSupabaseSentry + Firebase CrashlyticsCloudflare R2Inngest