Overview
Goal
An integrated financial onboarding platform for the largest bank in the United States was initiating an application redesign for Customer Due Diligence. Insights gained from this pilot can be leveraged towards the effectiveness of the overall Client Onboarding Platform.
Hypothesis
We can achieve enhanced customer onboarding speed for KYC workflows by refining data input methods, identifying automation areas, and improving data observability.
Target Persona
Teresa Oscar is a Prime Services Onboarder. She values speed and agility when it comes to her team’s performance. She wants the superpowers of a developer to create the ultimate workflow for her team.
Top User Pain Points
•
The user's current process require manual work to track cases through emails, phone calls, and external tools
•
The applications frequently times out leading to data loss
•
The information needs to be inputted multiple times in different places leading to duplicative data with slight variations
Interventions
Outcome
•
The Customer Due Diligence application was completed to the satisfaction of the business within 9 months
•
Additionally, 4 consultants were brought on to redesign the overall Client Onboarding application
•
The learnings from the interventions informed the creation of design principles for the UX design team
Results
Advanced UX for 14k~ Employees World Wide
•
Conducted 36 user focus group sessions
•
Defined evaluation criteria & benchmarks
•
Increased user satisfaction, reduced user-prone errors & enhanced system learnability
•
Identified areas of automation that stimulated discussions for innovation
Intervention
Before and after of the Client Due Diligence application redesign
An example of low fidelity wireframes and annotations for the CDD application
Problem
This visually dense software orchestrated complex processes and had a legacy of UX debt. The system would frequently ‘time out,’ contributing to data loss and user frustration.
Solution
Establishing a clear hierarchy, removing redundancies, and minimizing on-page information enhanced user focus so that they could complete their tasks in a reasonable timeframe. This resulted in a 4-point increase in perceived usability on the System Usability Scale.
Intervention
Digitized Transactions
— Stepper
The requirement sketch of the Credit Legal Package interface
A still of the prototype for the Credit Legal Package interface
User testing results and key findings of the Credit Legal Package prototype
Problem
It was impossible to create the desired workflow with the existing developed interaction patterns where selecting and editing data could happen simultaneously. A design solution was needed that preserved data observability and did not sacrifice task success.
Solution
Leveraging a stepper enabled the user testers to send a data package within 10 minutes. All 6 testers successfully created a combination of packages in 3 attempts per task or less. The average time for package submission was 5 minutes and 16 seconds.
Intervention
Digitized Transactions
— Progressive Disclosure
Problem
The preferred form layout with multiple-column input fields could not seamlessly transition to a choose-your-own-adventure style interaction, where user responses influence subsequent questions. This limitation hindered the creation of dynamic experiences.
Solution
Combining progressive disclosure with a single-column layout created a user-friendly environment that guided the data input process without sacrificing the desire to 'see the entire form'. This approach prevented common errors, as users were less likely to overlook important fields.
Transforming Measures
of Success
Designing an integrated financial onboarding platform for wholesale retail was a stand-out experience in terms of my growth as a design manager. I learned how to recognize opportunities to raise standards and drive meaningful improvements with design. By introducing industry methods for UX evaluation, I was able to broaden the possibility of transformative change.
Measuring success by the number of clicks alone needed further definition. Adding a System Usability Scale (SUS) measure resulted in an unexpected solution that met efficiency standards yet was intuitive and didn't require any training. Furthermore, qualitative and quantitative evaluation criteria gave structure to subjective critiques. Feedback began to shift from usability issues to enhancements in automation driving the focus towards innovation.
Recent Case Studies
Have a project
that you want to talk about?
I have a penchant for unravelling puzzles.