BANKING · CUSTOMER EXPERIENCE
They came for a better onboarding.
We redesigned the journey.
Reimagining how customers discover, enter and complete a digital banking experience.
Challenge
Digital account opening was losing customers at every step, and every fix made the flow longer instead of shorter.
Context
A retail bank with strong branch relationships and a digital channel that was treated as a form, not a product.
Insight
The drop-off wasn't in the interface. It was in the decisions the customer was asked to make before they trusted the bank.
What we changed
- —Rebuilt the onboarding journey around trust moments instead of form steps
- —Reduced identity and KYC friction with progressive data capture
- —Reframed product selection as guidance rather than a catalogue
- —Gave the team a measurement model per journey stage
How we worked
A small senior team embedded with product, risk and compliance for a focused engagement — diagnosis in weeks, not quarters.
Impact
+XX%
Completion rate
−XX%
Time to open
X×
Faster releases