Digitizing onboarding of Current and Savings Account of BDO Bank Philippines
This project focused on digitizing the account opening process for BDO Bank Philippines. The goal was to create a new online experience for onboarding both Existing To Bank (ETB) and New To Bank (NTB) customers, along with a new in-branch onboarding process for tablets.
UX Designer
As the sole designer on this 4-month project, I conducted comprehensive research, created wireframes and prototypes, and designed the user interface. My responsibilities spanned the entire UX/UI workflow, from user needs analysis to delivering a polished, user-centric solution through close collaboration with all the stake holders.
Project Overview
During the COVID-19 pandemic, the need for a digital account opening process became increasingly important. BDO Bank sought to create a new online experience to improve customer onboarding for both ETB (existing customers) and NTB (new customers). Additionally, they wanted to develop a new tablet-based onboarding process for in-branch customers.
Competitive Benchmarking
We evaluated the online account opening processes of Bank of America and Chase Bank, focusing on aspects like form design, information hierarchy, error handling, and mobile responsiveness. This analysis provided valuable insights to improve BDO's onboarding experience.
Understanding Requirements
Stakeholders at BDO Bank, including:
1) Consumer Business Head
2) Compliance Team
3) Legal Team
4) Technology Team
Key considerations for design included:
1) Smooth information flow throughout the onboarding process
2) Easy document submission for customers
3) Opportunity for add-on product sales during onboarding
4) Strict adherence to government compliance regulations
Finalising the Customer Onboarding Flow
The project meticulously designed the customer onboarding flow, encompassing the following stages:
1) Customer Information Collection
a) Personal Information
b) Financial Information
c) Account Details
d) Regulatory Information
2) Document Submission
3) Summary with details of the new bank account and customer information
4) Online Activation of account, web and mobile banking access
5) Additional product sales opportunity
Design Considerations
Careful consideration was given to the design to ensure a positive user experience:
Tailored Experiences
Unique onboarding experiences were created for ETB, NTB, and in-branch customers.
Responsive Design
The onboarding process was designed to be fully responsive across all three screen sizes (mobile, tablet, and web) for each customer type (ETB, NTB, in-branch).
Clear Information Grouping
Information was grouped and presented clearly using the Hershey Method for optimal readability.
Transparency and Trust
Additional information was provided at key steps to build trust and transparency with the customer.
Seamless Uploads and Verification
Easy upload of documents with a smooth verification process was ensured.
Editable Information
Customers were empowered to easily edit any information they entered during the onboarding process.
Step-by-Step Guidance
Clear indications were provided at each step to inform customers of what to expect next.
Impact After Launch
Launched in February 2021, the project has resulted in significant improvements for BDO Bank:
Enhanced Customer Onboarding Experience
The new onboarding process provides a more streamlined and efficient experience for customers.
Industry First in the Philippines
BDO Bank became the first bank in the Philippines to offer a fully digital customer onboarding experience.
Snehalkumar Shinde
Digital Designer
Connect with me
snehal1155@gmail.com
+918971577976
Thank you for the visit!
