Zerkalo Bank: Reimagining neobank onboarding for Russia

Zerkalo Bank, based in Moscow, struggled with an onboarding experience that deterred potential customers. Their legacy system required users to navigate six separate screens, manual document uploads, and days of waiting for identity verification. Dropout rates exceeded 30%, and customer satisfaction was stagnant.

We redesigned their entire digital experience, reducing the signup flow from six steps to three intuitive screens. We integrated advanced KYC/AML checks from a local Moscow provider, enabling real-time identity verification using biometric selfies and document recognition. The backend was rewritten in Go to handle verification latency seamlessly.

The transformation was profound. Signup completion jumped to 92%, account opening now takes 3.2 minutes on average, and customer NPS shot up to 74. They onboarded 85,000 new customers in the first six months post-launch—a 340% increase year-over-year. Support ticket volume dropped 58% because the UX no longer confused users. Zerkalo now ranks among the fastest and most user-friendly neobanks in Russia's competitive market.