MY ROLE
Product Designer
TYPE
Assignment
TIMELINE
7 days
COMPANY
GoReach
OVERVIEW
design how a new user first meets our product — the entry, the introduction, the moment of becoming a user — in a way that breaks decisively from this template and instead makes our signal-over-noise, AI-companion, and named-expert value props tangible from the very first interaction.
BEHIND THE SCENES
USER WE'RE DESIGNING FOR
FIRST MEETING ACHIEVEMENT : Conquering users fears
“I don’t know if I’m heading in the right direction or not” - AI with honest limits, a goal calculator, a few clarifying questions
“I don’t know who to turn to if something goes wrong” - A named expert, introduced as the accountable person
Why?
It’s emotional, not feature-led. Both are anxieties, so each one gets a felt answer while proposing our value.
The two halves connect. When the AI says “this part needs a person,” it shows its limit and the expert’s value in the same moment.
Assumption
AI can suggest smaller actions or help with an calculator, but not provide financial advice and hands over to expert as soon as user asks an Financial advice question
USER FLOW
BREAKING FROM THE GENERIC PATH
We keep one ask at the start, and only that one.
The first step is a phone number with OTP, with no name, email, or Google sign-in. It does two jobs. For her, it saves the conversation across sessions and devices, and it gives her expert a way to reach her. For us, it keeps AI conversations and expert time for real people and not anonymous traffic. We removed everything else a generic flow asks here. Trade-off: it’s still a gate before value, so we’d test asking after the first payoff, once she has something worth saving.
We introduce the AI and a named expert before any sensitive data.
Before asking for sensitive data and KYC, we introduce the User to our AI where they can have conversations about their goals and actions they have taken towards those goals and AI gives light suggestions but hand overs the conversation to our Human Expert where Financial Advice is required. The hand-off is the product’s central moment , Our Human Expert delivers the required value that makes the user trust us enough that KYC feels the next natural step.
Risk: what the expert can say before onboarding is regulated, so we’d confirm that with compliance.
Verification follows, and each ask is explained.
KYC, profile, and e-sign are required, so we keep them but move them later and explain each one. Income is asked as a range to check whether higher-risk products suit their finances, and proof is requested only if they choose F&O.
ONBOARDING AHA Moment
When a user sees their own goal turned into a concrete, believable plan with numbers on it, before they’ve done any KYC.
How it’s delivered
AI companion: listens first. It captures user's goal, timeline, and what they have already done, then reflects it back for them to confirm. This builds the baseline, so user feels understood and never has to repeat themself. It gives no advice and says so.
Named human expert: takes the baseline the AI built and gives the user financial advice on what else they can do to reach their goals. Building on what they has already done, they explain the reasoning behind each suggestion and put their name to it. Because a real person stands behind the advice and stays with her, they believes the app can help her reach her goals more easily.
TO MEASURE
PRIMARY-
Onboarding completion rate : Make it through KYC and Verification to an active account
Day 7 Activation rate : Users converted because of AHA Moment during Onboarding, start investing
SUPPORTING-
Time-to-value : from install to plan viewed
AHA→ KYC conversion: the cleanest test of whether the plan screen persuades.
drop-off point in funnel : where is our attention needed
I’d watch most closely the drop from expert advice received to KYC started, because it shows whether the expert’s advice convinces users to proceed.
DESIGN