Digital Onboarding Preferences in Ghana

We partnered with YUX and Appruve, two African tech-companies collaborating to pinpoint the difficulties and improve user experience when signing up on mobile applications — particularly when entering personal information. 

This study in Accra, Ghana was conducted in December 2019. We chose to release it publicly in light of the COVID-19 context which has driven digital adoption of financial services, online sales on WhatsApp or e-commerce platforms and raised new concerns with regards to personal data and security risks. 

Insights from this study show that security and ease of use are equally important to respondents. This report offers recommendations to strike this crucial balance, as well as questions and trends that will need to be considered to improve digital onboarding in Ghana and beyond.

Top 5 key findings

76% of respondents are fearful of fraud during onboarding

26% of user quit apps as a result of too many questions

76% don't know what a chatbot is or have never used one


Apps ask for documents users don't have ready to upload 

User experience (UX) is the main reason why your app is chosen  

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Digital Onboarding Preferences in Ghana