NPS Account Setup & Investment Flow – UX Case Study
NPS Account Setup & Investment Flow – UX Case Study
The NPS setup journey is simplified to help users complete the process quickly and confidently.
Complex steps like nominees, TIER I/II rules, and investment choices are made easy to understand.
The result is a smooth, intuitive flow designed in Figma using a clean, consistent component system.
Goal
The goal was to redesign the NPS onboarding and investment setup so that users clearly understand nominee management, TIER I & TIER II rules, and investment preferences without feeling overwhelmed by financial terminology.
Challenges
Understanding NPS terms like TIER I/II, fund managers, and investment styles was overwhelming for many users.
Nominee addition, editing, and deletion involved multiple steps that often caused user errors.
Presenting complex financial decisions in a simple, jargon-free way without losing accuracy was a major challenge.
Outcome
The NPS setup flow is now clean, structured, and intuitive, guiding users through each step with clarity. Users can confidently update nominees, choose investment options, and understand TIER I and TIER II without needing external help. Even complex decisions like Auto vs Active investments feel simple for first-time users, supported by a consistent and polished UI built using a well-defined Figma design system.
Client
Centrum Bank
Industry
Bank
Service
UX Design
Team Setup
1 designer
Time
2 Weeks
1. How I Approached It
1. Pain Points Identified
User Pain Points:
Confusion around TIER I/II, fund managers, and Auto vs Active investments
Difficulty adding, editing, and deleting nominees without errors
Overload of financial jargon and unclear steps
Business Perspective:
High drop-offs during onboarding
Increased customer support queries
Low user confidence in completing the NPS setup
2. Discovery After User Interviews
Users preferred short, simple explanations over long text
Visual comparisons helped them understand TIER differences
Step-by-step guided flows reduced anxiety around financial decisions
Clear microcopy and validations improved their confidence
3. Implementation
Designed a guided, step-by-step flow in Figma
Created consistent UI using reusable design system components
Simplified nominee management with clearer inputs and validations
Streamlined TIER selection and investment choices with visuals and concise copy
2. Design Process
The design process began with understanding NPS rules, user pain points, and the areas where people struggled the most—mainly nominees, TIER I/II clarity, and investment decisions. This helped shape a clear direction for simplifying the overall flow.
Next, the journey was broken into smaller guided steps with simple layouts, visual comparisons, and concise microcopy to reduce confusion. The focus was on making each action—adding nominees, choosing tiers, or selecting Auto/Active—feel effortless, even for first-time users.
Finally, the entire interface was designed in Figma using a structured set of reusable components. This ensured visual consistency across all screens, faster iteration, and a smoother user experience throughout the NPS setup process.
3. Final Impact
Business Impact
Reduced drop-offs during NPS onboarding due to a clearer, simplified flow.
Lowered customer support queries around nominees, tiers, and investment rules.
Improved user trust and completion rates, strengthening overall platform reliability.
User Impact
Users now understand nominees, TIER I/II, and investment choices without external help.
The guided flow reduces confusion and makes setup faster and more confident.
A consistent, intuitive interface improves the overall experience, especially for first-time investors.