Transforming Retail Banking's Customer Onboarding

A leading retail bank sought to transform how it onboarded new customers across various products—loans, credit cards, and account openings, to name a few. Historically, the process involved tedious paperwork, multiple forms, and frequent back-and-forth across separate departments. Determined to create a truly digital experience, the bank envisioned a unified platform that integrated ID verification, AML checks, product eligibility, and an AI-driven live chat assistant. The result: a faster, more transparent, and far more customer-friendly onboarding journey.

• Packed Branches: Crowded lobbies added to customer frustration and left staff little time to address complex issues.

• Extended Hours Demand: Banking tasks often arose outside normal business hours, yet customers had no easy way to complete transactions at their convenience.

• Multilingual, Diverse Users: The region’s varied linguistic and cultural backgrounds required intuitive design that would cater to different levels of technical comfort.

Working hand in hand with the bank’s internal teams, the design process focused on pinpointing specific tasks—like bill payments, account checks, and basic updates—that could transition to kiosks without disrupting the core banking system. Early user research helped define the kiosk interface, emphasizing:

1. Clear, Accessible UI
   Large, easy-to-read buttons and clear on-screen prompts were included to assist customers with different literacy and tech fluency levels.
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2. Multilingual Support
   Multiple language settings, coupled with straightforward navigation flows, helped users complete transactions confidently.
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3. Real-Time Feedback
   The kiosk interface synchronized with the bank’s back-end systems in real time, giving instant confirmations. This alignment minimized errors and user confusion.

A short pilot in high-traffic locations allowed for user testing and iterative refinements, ensuring accessibility guidelines were met (e.g., properly sized text, color contrast, simple step counts).

• Reduced Wait Times: Shifting routine inquiries to kiosks decreased queue lengths, enabling staff to focus on complex customer needs.

• Round-the-Clock Banking: Customers accessed basic services anytime, boosting loyalty and convenience.

• Scalable Deployment: Based on pilot success, the bank expanded kiosks, maintaining consistent design principles for a cohesive brand experience.