Project
Customer Onboarding banking app
Year
2020-2023
Service
UX Design
Customer Onboarding banking app
Project Overview
Th bank being one of India’s largest banks has served millions of customers, providing a wide range of financial services. However, the bank's onboarding journey—both for new customers opening accounts and existing customers accessing new services—was becoming a bottleneck. Lengthy forms, multiple touchpoints, and manual processes created friction, often leading to delays, customer frustration, and high dropout rates.
In response, the bank initiated a comprehensive UX overhaul of its onboarding process, introducing new technology to capture customer data efficiently, streamline steps, and create a seamless, user-first experience. Our design team was entrusted with this mission, crafting an onboarding journey that combined technology with simplicity, offering customers an intuitive path to banking.
Project Overview
Th bank being one of India’s largest banks has served millions of customers, providing a wide range of financial services. However, the bank's onboarding journey—both for new customers opening accounts and existing customers accessing new services—was becoming a bottleneck. Lengthy forms, multiple touchpoints, and manual processes created friction, often leading to delays, customer frustration, and high dropout rates.
In response, the bank initiated a comprehensive UX overhaul of its onboarding process, introducing new technology to capture customer data efficiently, streamline steps, and create a seamless, user-first experience. Our design team was entrusted with this mission, crafting an onboarding journey that combined technology with simplicity, offering customers an intuitive path to banking.
The Problem
Traditional customer onboarding processes in banks relied heavily on relationship managers, resulting in a time-consuming, error-prone, and fragmented experience. Customers often faced delays, inaccurate data entry, and process dropouts, causing frustration and reduced conversion rates. The lack of a streamlined digital alternative hindered customer satisfaction and operational efficiency.
The Problem
Traditional customer onboarding processes in banks relied heavily on relationship managers, resulting in a time-consuming, error-prone, and fragmented experience. Customers often faced delays, inaccurate data entry, and process dropouts, causing frustration and reduced conversion rates. The lack of a streamlined digital alternative hindered customer satisfaction and operational efficiency.
The Solution
To address these challenges, the proposed solution is a user-centric, digital onboarding app designed for efficiency, accuracy, and engagement. The app features:
Guided process flow: An intuitive, step-by-step interface with contextual prompts simplifies the onboarding journey.
Smart data capture: Automated ID scanning, pre-filled forms, and real-time data validation minimize errors.
Omnichannel integration: Seamless syncing between mobile, web, and in-branch touchpoints ensures a consistent experience.
Progress tracking: Transparent progress indicators and the ability to pause and resume the application reduce dropouts.
AI assistance: Integrated chatbots and voice-guided assistance provide real-time help.
This design prioritizes usability, reduces friction, and ensures a smooth, delightful onboarding experience while driving higher completion rates for banks.
The Solution
To address these challenges, the proposed solution is a user-centric, digital onboarding app designed for efficiency, accuracy, and engagement. The app features:
Guided process flow: An intuitive, step-by-step interface with contextual prompts simplifies the onboarding journey.
Smart data capture: Automated ID scanning, pre-filled forms, and real-time data validation minimize errors.
Omnichannel integration: Seamless syncing between mobile, web, and in-branch touchpoints ensures a consistent experience.
Progress tracking: Transparent progress indicators and the ability to pause and resume the application reduce dropouts.
AI assistance: Integrated chatbots and voice-guided assistance provide real-time help.
This design prioritizes usability, reduces friction, and ensures a smooth, delightful onboarding experience while driving higher completion rates for banks.
Design Approach
We followed the classic design thinking approach but I was not part of the initial research. I supported the team with information gathering and being a part of interviews conducted to undersstand the probelm at hand. The iterataive process of design thinking is solution-based and user-centric, rather than problem-based. It emphasizes understanding the problem to be solved, the context in which the solution will be used, and the evolution of that solution.
Design Approach
We followed the classic design thinking approach but I was not part of the initial research. I supported the team with information gathering and being a part of interviews conducted to undersstand the probelm at hand. The iterataive process of design thinking is solution-based and user-centric, rather than problem-based. It emphasizes understanding the problem to be solved, the context in which the solution will be used, and the evolution of that solution.
Value addition
Why This Problem Needs to Be Solved As a bank owner, achieving exponential growth and increasing annual revenue is a strategic priority. A key driver of revenue generation and profitability lies in expanding the customer base. However, the current onboarding process—reliant on relationship managers—faces inefficiencies, including delays and errors, which hinder customer acquisition. To address this, a modern, efficient, and scalable mobile app solution for Android and iOS is essential. This app will empower relationship managers to onboard new customers quickly, accurately, and seamlessly, ultimately contributing to business growth by enhancing customer satisfaction and driving higher conversion rates.
Value addition
Why This Problem Needs to Be Solved As a bank owner, achieving exponential growth and increasing annual revenue is a strategic priority. A key driver of revenue generation and profitability lies in expanding the customer base. However, the current onboarding process—reliant on relationship managers—faces inefficiencies, including delays and errors, which hinder customer acquisition. To address this, a modern, efficient, and scalable mobile app solution for Android and iOS is essential. This app will empower relationship managers to onboard new customers quickly, accurately, and seamlessly, ultimately contributing to business growth by enhancing customer satisfaction and driving higher conversion rates.
Business Impact
Business Impact
These design solutions reflect a commitment to usability, personalization, and innovation. The step index ensures users feel in control and supported, while BYOC elevates the onboarding process to a memorable and emotionally resonant interaction. Together, these features demonstrate how thoughtful design can transform a routine process into a delightful and meaningful journey. This inturn helps in revenue generation which drive the business and profitability lies in expanding the customer base. The app went live an year after I left the project so don't exact details on revenue impact and solid numbers to back my statement.
Business Impact
These design solutions reflect a commitment to usability, personalization, and innovation. The step index ensures users feel in control and supported, while BYOC elevates the onboarding process to a memorable and emotionally resonant interaction. Together, these features demonstrate how thoughtful design can transform a routine process into a delightful and meaningful journey. This inturn helps in revenue generation which drive the business and profitability lies in expanding the customer base. The app went live an year after I left the project so don't exact details on revenue impact and solid numbers to back my statement.
The Result
This project offered invaluable insights into the BFSI domain, challenging me to make and defend tough UX decisions while balancing user needs, business objectives, and technical constraints. As the sole designer, I took full ownership of the process, from conceptualization to delivery, refining my ability to advocate for user-centered solutions with confidence and clarity.
The success of the app, which streamlined onboarding and exceeded client expectations, was immensely rewarding. Knowing it directly contributed to the bank’s growth and operational efficiency reinforced the impact of thoughtful design. This project stands as a highlight of my career, showcasing the value of expertise and determination in solving complex design challenges.
The Result
This project offered invaluable insights into the BFSI domain, challenging me to make and defend tough UX decisions while balancing user needs, business objectives, and technical constraints. As the sole designer, I took full ownership of the process, from conceptualization to delivery, refining my ability to advocate for user-centered solutions with confidence and clarity.
The success of the app, which streamlined onboarding and exceeded client expectations, was immensely rewarding. Knowing it directly contributed to the bank’s growth and operational efficiency reinforced the impact of thoughtful design. This project stands as a highlight of my career, showcasing the value of expertise and determination in solving complex design challenges.
