01. Background
In the realm of financial services, optimizing customer onboarding processes is critical for enhancing efficiency and user experience. When I was presented with the opportunity to work on this project, we aimed to revamp the "Become a Bank Customer" flow, which had been bogged down by excessive manual handling. The existing system relied heavily on human intervention by our handlers, making it not only time-consuming but also prone to errors and inconsistencies. The goal was clear - to rebuild the onboarding process and make it more automated, thereby improving both internal operational efficiency and the user experience for potential bank customers.
02. My task
As the UX designer for this project, I was responsible for understanding the new workflow by studying process maps provided by stakeholders. These process maps were instrumental in guiding the redesign process. Collaborating closely with the team, I worked to define specific requirements and dependencies for the new design.
My approach focused on leveraging my expertise in UX design principles and user research to create a user-friendly, automated process. The goal was to streamline the "Become a Bank Customer" process and reduce the manual workload on our case managers, all while ensuring a secure and user-friendly experience. The project was to enhance the overall experience for everyone involved.
My responsibility also included considering error scenarios, encompassing both technical errors and how we should communicate with potential customers in the event of their application being declined.
My responsibility also included considering error scenarios, encompassing both technical errors and how we should communicate with potential customers in the event of their application being declined.
02. Limitations and challenges
One of the challenges I faced in this project was the need to work within traditional UX design constraints. I received process maps and PowerPoint documents from the bank stakeholders, which meant that I had to focus on making individual steps as user-friendly as possible rather than reimagining the entire flow. Another challenge I encountered was the need to clarify the distinctions between UI and UX design, and how I could best contribute within my expertise area. This required educating stakeholders on the unique value that UX design brings to the table and how it complements other design disciplines, ultimately contributing to a smoother and more user-centric process.
In respect to NDA agreements, I am unable to provide specific details about this project. However, if you are keen to learn more about my work with Digital Onboarding Corporate, please feel free to contact me at rydholm.melker@gmail.com.