Onboarding is the moment where all your acquisition effort either pays off or evaporates. You have convinced someone to sign up. They are in the product. And then, within minutes, they decide whether this tool is worth their time or another tab to close. For payment platforms like Mollie, where onboarding involves regulatory requirements, technical integration, and business verification, the stakes are even higher.
At the second Gathering of The Product Consortium, Arne Snauwaert shared how Mollie treated onboarding not as a UX project but as a full product discovery challenge. The talk covered the entire arc: identifying where users were failing, understanding why, designing interventions, and measuring outcomes.
For product managers working on complex onboarding flows - particularly in fintech, B2B SaaS, or regulated industries - this talk offered a methodical alternative to the common approach of redesigning screens and hoping for improvement.
Original Presentation Slides
Download the slides from this talk as presented at the gathering.
