CURRENT ACCOUNT
The Current Account opening journey had a mandate to redesign an industry first, Bank Official assisted CA journey flow for sole proprietors with aspirations to achieve an FTR of 85-90% against the then operational metrics of 30-40% , leading to 5-6 hours of end-to-end TAT
Sole proprietors/owners of Micro, Small and Medium Enterprises (MSMEs)
Streamlined process with no existing relation checks for newly onboarded customers
User needs
Understanding the demographics, behaviors, preferences, and needs of the target audience provided valuable insights that significantly impacted the success of our product and deliver a personalized user centered design
Digital fetching of KYC documents (no paper trail) from single source
Reduce input areas from customer to remove complexity and redundancy
Reduction in overall time taken for journey completion by the user
We started the UX process by collecting user insights through user interviews of customers, bank officials and program management leadership on existing pain points, gaps, and future state requirements. We then mapped out the user flow to identify areas that could be automated, remove contact (in-person) requirements both from the customer and business end, and finally remove redundant steps from the entire journey to achieve the desired outcome of opening a current account with only necessary documentation in a time bound SLA.
Journey map
We mapped out the existing journey that was refined and redesigned a new journey via a strategic process, aimed at improving the overall experience users have while interacting with our product. This involved analyzing and enhancing each stage of the user's interaction with the system.
INITIAL VERSIONS : WIREFRAMES
An early-stage representations of our product’s interface, that focused on structure and functionality rather than detailed visual elements were developed. These designs were created during the initial phases of the design process and served as a foundation for the final polished designs (UI) through constant evolution.
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THE VISUAL DESIGN
An early-stage representations of our product’s interface, that focused on structure and functionality rather than detailed visual elements were developed. These designs were created during the initial phases of the design process and served as a foundation for the final polished designs (UI) through constant evolution.
The Highlight
We designed a unique milestone stepper for the process to keep the user informed about their progress in the journey. Every step of the milestone had sub-steps that helped the user calculate/identify the number of processes under each step.
**This was a client project. Please contact for more details!