Online registration

Digital Onboarding for New Bank Clients

About the Project

As part of the bank’s digital transformation strategy, we launched a full online registration flow for new clients — entirely within the mobile app. The goal was to eliminate the need for branch visits and grow the digital customer base.

Role

  • UX & UI design

  • Flow design and prototyping

  • UX writing

  • Stakeholder communication (legal, risk, business)

  • Developer handoff

My Contribution

I led the end-to-end design process:

  • Created user flows based on business and legal constraints

  • Prototyped and documented the core experience

  • Wrote UX copy that builds trust and improves completion rates

  • Collaborated closely with development, legal, and business teams

  • Presented design solutions to stakeholders and aligned on requirements

Challenges

  • Tight MVP deadline: 2.5 months including dev

  • Strict legal & security regulations

  • Integration with legacy systems (ELMA CRM)

  • Required scalability for future web onboarding

Approach

  • Researched best practices from fintech leaders (Revolut, Monzo, Tinkoff)

  • Collaborated with internal legal and compliance teams early in the process

  • Structured onboarding into 4 clear steps:

    1. Contact Info

    2. Identity Verification

    3. Documents & Plan

    4. Account Setup & Compliance

  • Ensured transparency through microcopy: users always knew what, why, and how their data was used

Key UX Solutions

  • Contextual guidance to reduce friction during ID checks

  • Option to pause and resume registration later

  • Smooth step-by-step experience with progress feedback

  • Dark mode and accessibility-ready UI

Internal Tools

In parallel with the client onboarding flow, I also designed the internal interface for staff who verify submitted documents and approve applications.

  • Built a clean, action-focused layout for reviewing KYC data

  • Added smart filters and status indicators to prioritize incoming requests

  • Designed with efficiency in mind: minimal clicks, keyboard support, responsive table views

  • Collaborated directly with operations and compliance teams to map out real scenarios

This tool became an essential part of the onboarding pipeline and was later expanded to serve additional internal processes.

Impact

  • MVP launched on time

  • Rolled out gradually through select branches before full release

Results

  • +7,000 successful mobile registrations

(first 2 weeks)

  • Online onboarding became the primary entry point for new accounts

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