01 · Top-line Metrics70 sessions
Behavior across the full flow
METRIC
CHIPPER CASH
OPAY
PALMPAY
KUDA
Active flow median
1:54middle 50%: 1:00 - 2:35
0:38middle 50%: 0:32 - 1:02
0:48middle 50%: 0:33 - 1:09
Median taps per session
26range: 18 - 45
18range: 14 - 20
20range: 15 - 24
Median screens
15distinct screens
8distinct screens
8distinct screens
Friction events (total)
47across 21 sess.
4across 12 sess.
20across 18 sess.
Idle time median
9sloading + waiting
6sloading + waiting
11sloading + waiting
02 · Time on Step70 sessions
How long each step took across captured sessions
SIGNUP
KYC
FUNDING
TRANSFER
03 · Friction89 events across 70 sessions
Friction rate by step
Events per engaged session at each step. A higher rate means more friction was captured per user who reached that step. Steps with zero captured engagement are omitted.
04 · Authentication and Cybersecurity70 sessions
Where security mechanisms cause friction
Friction rate per mechanism when it appears in the flow. Green cells mean the mechanism is reliable. Red cells mean it is broken. 'Best in class' surfaces the app that handles each mechanism most reliably.
PIN at txn
Biometric at txn
OTP / 2FA
Secondary confirm
Chipper Cash
0 friction / 3 obs
Not observed
0 friction / 8 obs
0 friction / 5 obs
Opay
0 friction / 3 obs
0 friction / 2 obs
small sample (n=2)
Not observed
0 friction / 10 obs
PalmPay
0 friction / 5 obs
Best in class
1 friction / 6 obs
17% friction rate
0 friction / 1 obs
small sample (n=1)
0 friction / 14 obs
05 · KYC Fragment Timing10 KYC sessions
What each app captures during KYC
Median seconds spent on specific KYC actions when captured in the recordings. Cross-app comparisons emerge where multiple apps capture the same action. Cells with (n=1) are single-session anecdotes - useful as signal but not generalizable.
Excluded from this view: Opay, Kuda. No KYC sessions captured in these datasets - testers used pre-existing accounts.
Chipper Cash (7 sessions)
PalmPay (3 sessions)
Selfie / face capture
28s
32s
NIN form entry
32s
12s
BVN form entry
15s
7s
Document type selection
—
—
Verification status check
7s
—
KYC success / complete
1s
2s
KYC explainer / intro
3s
9s
Address form entry
8s
—
Passport photo capture
—
—
Processing / upload wait
—
—
Document rejection / retry
—
—
06 · Transfer Flow Timing70 sessions
Where transfer flows spend time
Median seconds spent at each stage of the transfer flow. Recipient + Amount combines all input fields (account number, bank selection, amount, note). Auth covers PIN, biometric, OTP, and secondary confirmation screens. Lower is better.