Charles Schwab Onboarding Flow: DAFgiving360

As the UX writer on this onboarding flow for Charitable Accounts, I partnered closely with product, legal, and design to create an experience that simplifies the complexity of opening a donor-advised fund account. I worked within Schwab’s design system, aligning with existing component behavior and voice guidelines to ensure consistency across the ecosystem.

Designing with purpose
I wrote with plain language and active verbs to help users feel in control of the process. Each page starts with a clear headline and subhead that sets expectations. I kept the tone friendly and direct. Instead of saying “Submit,” I used verbs like “Continue,” “Create my succession plan,” or “Get started” to guide next actions.

Where complexity was unavoidable, I broke down concepts. For example, I used a three-bullet list to explain what you can do with a DAF account. On the “Source of Funds” page, I added a friendly subhead, “Why are we asking you for this?”, to reduce friction and explain intent transparently.

Error states and inline validation
I wrote inline error messages to be specific and supportive. On the allocation page, instead of a generic “Error,” I used guidance like “Change percentage to total 100 percent” and “Enter a valid percentage” to make corrections easier and reduce drop-off. I kept errors focused on one task at a time to help users stay oriented.

Tone and trust
Trust was a key theme throughout. I addressed privacy and security openly. On pages asking for sensitive data like Social Security numbers, I included clear reasons why we needed the info. I avoided legal jargon and added small touches like “We’re reviewing your application” on the final screen to make the user feel seen.

Outcome
The final flow reduced bounce rates from the old DAF open process, and early feedback pointed to improved clarity and a stronger sense of confidence during onboarding. Every word in this journey was chosen to be human, helpful, and honest.