Taiwan e-Invoice · Onboarding & trust
The feature existed. Nobody knew.
People didn't miss prizes because they didn't care
A discovery problem, not a motivation problem: the setting was in the product, but never legible in people's mental model—especially for silver users and foreign residents.
Story
Older adults and foreign residents missed prize payouts over and over—not because they forgot, but because they had no idea an auto-deposit account setting existed. The capability was in the product; nobody had ever explained it to them.
In research, the pattern was not lack of motivation—it was that no one had surfaced the auto-deposit account as a first-class step. Ministry jargon and buried settings hid something that only helps if people know it exists and trust why bank details are collected.
Solution
Move the auto-deposit / bank-link story into first-launch onboarding, not only as a setting for the already-informed. Pair each field with plain-language rationale: why this data is needed, how it connects to getting money automatically, and what the ministry does with it—trust design, not just form length.
Bring it forward in first-launch onboarding and explain each field—why bank information is needed and how it connects to automatic payout.
Related
- User research journey—multisegment table and persona notes on prize and settings findability.
- e-Invoice · carrier binding insight—reframing comprehension-heavy flows with in-flow help.