Guide · Financial Services & Insurance · By the AutoScribble Team · Published 22 September 2026
Planning customer onboarding videos for financial services
Short answer
Map the first 30 to 90 days of the customer journey — verification, documents, first statement, how to get help — and make one 60- to 90-second whiteboard video for each stage where customers call or drop off. Build every script from approved journey wording and route it through compliance.
Who this guide is for
Customer experience, onboarding and communications teams at banks, insurers, lenders and investment platforms. It's part of our financial services & insurance resources.
What you'll need
- The onboarding journey map
- Call-driver data
- Approved customer letters and emails
Step by step
- 1
Find the drop-off points
Where do customers call, abandon or complain?
- 2
One stage per video
‘Why we need to verify your identity’, ‘Your first statement explained’.
- 3
Approved wording
Use existing letters as the source.
- 4
Scam reassurance
Tell customers what you will never ask them for.
- 5
Compliance review
Script, then finished video.
Illustrative onboarding series
| Day | Video | Length |
|---|---|---|
| 0 | Welcome and what happens next | 60s |
| 1 | Why we verify your identity | 60s |
| 7 | Documents you'll receive | 75s |
| 30 | Your first statement explained | 90s |
| Any | What we'll never ask you for | 45s |
Illustrative example written for this guide.
Copy the AutoScribble prompt
Complete prompt
Create a 90-second whiteboard video welcoming new customers of [firm] and explaining what happens in their first 30 days, based only on the steps below. Friendly tone, one step per scene, include that we will never ask for their full password or PIN, and finish with how to contact us. [Paste journey steps]
Common mistakes
- One long welcome video
- Wording that differs from letters
- Missing scam reassurance
Review before publishing
- Matches approved communications
- Contact routes current
- Compliance approved
Questions
Where should onboarding videos appear?
In welcome emails, account dashboards and help pages. Download MP4s or use embed code.