Scenarios for interactive onboarding and in-app tips in fintech SaaS (B2B, KYC and antifraud)

Initial situation: a new self-serve onboarding has been launched in B2B fintech SaaS for currency transfers and corporate cards, but according to analytics, 62% of users do not reach the KYC completion step, and 35% of verification applications are rejected due to errors in the documents. Now tips and texts are scattered between the interface and the knowledge base, the tone is not uniform, and there are no scripts for handling errors and objections in critical places.

Technical environment and subject area: the product is on the web (React), in-app tips and modal windows are implemented through Pendo or Appcues (we have access to one of the tools), events and funnels are looked at in GA4 + Amplitude. The onboarding process includes creating a company, adding beneficiaries, uploading documents, passing checks (sanctions, PEP, address), connecting the first payment method and test transfer. Careful work is needed with wording for compliance requirements and restrictions on promises.

Task: to develop scripts (not just texts) for interactive onboarding and contextual hints, including forks in user behavior and system states.

Specific result:
- Map of onboarding scenarios with stages, triggers, display conditions and expected user action
- A set of texts for in-app elements: tooltips, checklists, modal windows, empty states, micro-errors, confirmations, warnings, KYC check status texts, 2 tone options (neutral and more friendly) within the specified tone of voice
- Scenarios for handling errors and returning to the process: what we show when a document is rejected, what we ask you to correct, how we explain the reasons without disclosing internal antifraud rules
- Correspondence table: analytics event - script step - target - text - UI component - localization key
- Recommendations for A-B tests for 2-3 funnel bottlenecks and hypothesis formulation

Stages of work:
1) Quick audit of current screens and existing texts, analysis of the funnel and 5-10 key Amplitude/GA4 events, recording problematic steps
2) Scenario design: branching by roles (company owner, accountant), by KYC states (waiting, request for additional data, rejection), by company type (LLC/sole proprietor)
3) Writing texts and assembling in a format convenient for import into Pendo/Appcues and for developers
4) 2 rounds of edits based on comments from the product manager and compliance, final proofreading for terminology and clarity

Restrictions:
- You cannot make legal promises, use language like " guarantee the passage of " or disclose the exact reasons/rules of anti-fraud
- The text should be concise and understandable, without clutter, taking into account the fact that the user often fills out forms in parallel with documents
- Russian language, but the terms KYC/PEP/sanctions are acceptable if they are explained the first time they appear

Measurable acceptance criteria:
- Coverage of at least 25 key onboarding touchpoints, including at least 8 error/exception scenarios
- Each scenario has a display trigger, termination condition and expected user action
- All texts are within limits: tooltip up to 140 characters, modal window title up to 60 characters, main text of the modal window up to 400 characters, CTA buttons up to 18 characters
- The correspondence table contains at least 25 rows and includes localization keys in the format onboarding.step_name.element
- Two rounds of edits included, final version without contradictions in terminology and statuses

Accesses and materials from the customer: access to staging, current texts in Figma, uploading 2-3 funnel reports and a list of typical reasons for document rejection in a generalized form (without internal methodology).