Internet Penetration has generally improved across Africa and a bulk of the customers we are targeting are constantly online, hence making it a smart decision to make opening an account available online. Also, we intend to sell e-banking products to acquired customers.
Responsibilities:
Research & UX Strategy
User Experience Design
UI Design
User Flow Mapping
Prototyping
User Testing
Stakeholders: Managing Director, Divisional Head (Digital Banking), Project Manager (eCommerce Unit), Product Designer, Front-end Developer, Backend Engineers, QA & UAT, MIS Officer, Digital Marketing Specialist.
Expected Outcomes
Implementing the online account opening portal will set UBA as a pioneer among other Banks in the continent, offering a hassle-free alternative for customers to open new accounts:
- To begin with Savings Account products has been approved to test the success of the project.
- Customers will fill in basic information and get their account numbers immediately the process is completed
- KYC to be completed at any branch the customer chooses.
- Accounts can immediately receive deposits, but until KYC is completed withdrawals can’t happen (except account opened is a No-KYC account).
- In addition, more customers will be acquired which should in turn improve the bottom line of the bank.
Problem Space
To reduce the amount of time it takes a potential customer to get on-boarded and get an operative account with the Bank.
User Flow
Based on feedback from internal and external stakeholders, I decided to design a simple but efficient solution that will encourage new customers to opt for the online application instead of visiting a branch.
Leading to the a 5-Step and 10 minutes design.
Sketches
Wireframes
High Fidelity Prototypes
Usability Testing
It was an exciting feeling to see actual users interacting with the design with great feedback which were used to optimize the portal in the long run.
- Usability tests using (System Usability Scale) SUS was passed throughout all the design stages
- Users understood how to navigate through the application
- The instant account number feature and e-banking options were specially liked by users.
- Users were able to open account within 10 mins and got account numbers as designed.
Report and Analysis
Months after the earliest release of the portal, more than 15,000 accounts have been opened, proving the solution resonates with the current needs of customers.
