Account Opening Process Redesign Project @ E.SUN BANK
Overview
In response to the digital transformation of the banking industry and the need to avoid social contact during the COVID-19, the company recognized the need to improve the online bank account opening process. To simplify and streamline the process for customers, we proposed an improvement project that enables them to open multiple accounts, including stocks, savings, and credit cards, through a single, easy-to-use process.
Goal
With a focus on enhancing the user experience, the project aims to create a process that is intuitive, efficient, and appealing to customers. By offering a quick and convenient way to open multiple accounts, the project will trigger users to take advantage of the full range of financial products offered by the bank, leading to increased customer satisfaction and loyalty, Ultimately, this project will support the bank's digital transformation efforts and help to reduce the workload of physical branches during the ongoing COVID-19 pandemic.
Role
I worked as UX/UI Designer in a three-person design team. My team's responsibilities included collaborating with cross-functional teams, suggesting design solutions and createing wireframes and prototypes that were optimized for usability.
Design process
- Brainstorming (Analyze existing processes and develope new process)
- User-flow
- Wireframe
- Mockup
- Prototype
We collaborate with stakeholders from various departments to gather requirements and insights. Based on the results of our analysis and feedback from stakeholders, we designed a unified form and develop a streamlined process for opening multiple accounts.
The new process will be developed, integrated, and tested to ensure it aligns with the bank's needs and is user-friendly.
We created wireframe to provide a clear visual representation of the new process and to allow stakeholders to review and provide feedback on the proposed design.
To create a personal, conversational experience for customers and align with our company's vibrant and youthful image, we used a unified form to gather basic personal information, and incorporate a user-friendly interface design that features human illustrations.
It shows a significant reduction in the time and effort required for customers to open new accounts,
Results
The new account opening process was a significant reduction in the time and effort required for
customers to open new accounts, and a corresponding increase in customer satisfaction and engagement
with the bank's digital services.
The proposal was taken over by product team and the new process had been launched to the
public on Aug 2022.