user-focused banking onboarding for legal entities

Imagine you are a manager of a legal entity looking to open an account at a new crypto bank. Ahead of you lies a daunting array of documents, confusing terms, and legal nuances. This process can turn into a real challenge. Our team of product managers, developers and designers decided to change this reality and create a platform that simplifies the onboarding experience.

My role:

Design Team Lead

Team:

3 UI UX Designers + Product Manager + Legal Consultants + Development team

Key metrics:

Reduction in onboarding time, Increase in client satisfaction, Decrease in rejected documents

problem statement

Onboarding legal entities in a crypto bank presents unique challenges. Clients get lost in the multitude of requirements and documents, which erodes their trust and creates barriers to collaboration.

Our goal was not only to simplify this process but also to create a platform that guides clients at every step.

research and hypotheses

We began by deeply immersing ourselves in our users' problems. Through interviews with clients and bank employees, we gathered valuable insights.

Based on this information, we formulated several key hypotheses, each aiming to solve a specific issue:

Visualizing document statuses will reduce support requests.

Allowing documents to be uploaded at any time will enhance the overall experience.

Hiding irrelevant categories will simplify the process for clients.

Comments from bank employees will enhance process transparency.

Notifications about document statuses will speed up the process.

In our work, we applied the Double Diamond methodology, which guided us on the path to understanding and solving problems. This approach helped us structure the development process and achieve a deep understanding of user needs.

Discovery

Research formed the foundation of our project. We conducted interviews, surveys, and examined current practices to identify the specific problems our clients face.

Definition

We analyzed the collected data, creating user journey maps that visually highlighted pain points and friction in the onboarding process.

Development

The non-linear stepper became one of the key components of the platform, allowing clients to upload documents at their convenience without waiting for previous steps to be verified. This means clients can work on documents in parallel, significantly accelerating the process

Delivery

Prototypes were tested with real users. Their feedback helped us improve the interfaces and ensure we were moving in the right direction. For example, users highlighted the importance of clear visual indicators for document statuses, leading us to enhance the design and functionality of this element.

solutions

Easy tracking of document statuses, the ability to leave comments, and designate responsible team members. We implemented a feature that allows hiding irrelevant categories, simplifying the interface and reducing the likelihood of errors.

Intuitive navigation and the ability to upload documents anytime. Notifications about status changes and accepted or rejected documents make the process more transparent and predictable.

conclusion

The project to create the onboarding platform represents a significant step toward simplifying processes for legal entities in the crypto bank. We believe that the results of our efforts will have a positive impact on the client experience and open new opportunities for the business.