N26 friend referral system

Friend referral is one of the most relevant ways of acquiring new customers when it comes to neobanks. If something works for you, you want your friends and family on it! (and make some money on the way)

When I tackled this project my goal was lowering the rate of customer support questions about how to proceed and reassuring users. Gathering the most asked questions made to customer support and including the right answer to them, we are seeing how the tickets low and the process of acquiring users gets smoother and less costly.

I also mapped the most interesting touch points for triggering a friend referral ad, focusing more on the moments of the experience when it would be cooler having your friends in the bank rather than just pushing this feature for the sake of acquiring customers and inflating the bonus they get.

Until now, users were forced to google outside the app how the process of referring friend and getting a bonus worked. From now, they will only need to consult a main screen for information. One of the main constraints was keeping all GDPR compliant, as we can't really tell users what's the user they referred up to in their process.

UI wise, we also included branded new illustrations and new UX writing that highlights the outcomes of sharing same bank with your friends 👯‍♀️