02 — CASE STUDY / 2026
N26
A case study on trust, onboarding friction, and support load in a mobile-first bank.
COMPANY — N26ROLE — PRODUCT MANAGEROUTCOME — CASE STUDYDECK — CANVA
(a) — WALKTHROUGH
How this study was done
Context
Digital banking wins on speed but loses on trust at the exact moments money moves. I looked at where new customers hesitate, drop off, or reach for support.
Approach
I walked the onboarding and first-transaction journeys end to end, catalogued every friction point, and grouped them by whether they were regulatory, technical, or purely design choices.
What I proposed
Changes that remove avoidable friction without weakening compliance, plus a rules-led approach to the edge cases that generate the most support contacts.
How to read the deck
The deck above covers the journey map, the friction inventory, the prioritised fixes, and the metrics that would show the change worked.
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