Open Account
Industry Research & Pain Points Analysis
There were 3 clients interested in solving this problem across 3 different Geos, which called for upfront process assessment through journey maps, current system walkthrough & user interviews
Identifying the subset of commonalities across the account open process and deltas / variations
Extensive pre work with the engineering team to define a configurable workflow engine
UI patterns and process flow explorations
(A) Is a wizard like flow a solution to the problem? (Capture user info -> product they want -> onboard to that product)
- This pattern failed as it would force the user into a linear flow and tailoring for different Geos would be complex
- Customers would usually forget some documents so the linear flow will constraint capturing information they might have at the moment
(B) A UI Card pattern to explore quick step guide per product configuration. (low fidelity image on the bottom right)
- This UI flow fails because the configuration steps across most products are almost the same, when user selects two or more products the pattern causes confusion.
- For cases with more than 4 products available to a customer the cards would need horizontal scrolling - overall confusing!
Hi Fidelity Screens
A sample of the hi-fidelity screens and decisions that drove the design shown below:
User Testing
I pushed the IBM Product Owner and Client team to conduct User Testing. The user testing was scenario driven and was conducted using a prototype I provided.
RESULT: Users successfully completed the on boarding flow at an average time of 9min 32sec
Following are some UI design & process changes that were devised from the user testing results.
