Digital Account Opening

My contributions:

  • Experience strategy,

  • Service Design Blueprinting,

  • User Research,

  • UI Design

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The Ask : Product and tech partners approached me to redesign the account opening process due to inherent risk.

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The Research: I interviewed four internal associates & three clients to gain a deeper understanding for painpoints.

Pain points:

  • We aren’t good at customer service: we treat new-to-bank clients and existing clients the same

  • Our client servicing associates must then manually re-key this data into multiple systems

  • We ask every client to fill out up to 14 forms with 145+ pieces of data

  • Clients often feel overwhelmed by the amount of work they are asked to do, and have no way of knowing when they are “done”

I collaborated with a team of product, tech and business stakeholders to align on a future state vision and an iterative strategy. Deliverables included:

  • Created future state design prototypes to illicit a response and gather excitement

  • Drafted a service blueprint and asked for feedback from multiple teammates

  • Worked with business analysts to understand the current process and what exact data was needed

The Solution: I designed a new Account Opening process that solved user needs first, while also accounting for business risk.

Screenshot of drafting the MVP blueprint

This blueprint was used as a final artifact to refer back to when discussing the future state vision.

 

This work resulted in:

  • Reduced turnaround time

  • Reusable data

  • Happier associates & clients