Account Opening Digital Experience for an Enterprise Branch Banking Platform

This top 20 U.S. Bank’s enterprise priority was to modernize platforms to better service their customers. This required several large-scale initiatives to be focused on resolving technical debt and improving overall banking experiences for both customers and employees across digital channels.

These concerted efforts were focused on the aggregation of legacy branch banking systems’ feature functionality into a single system, allowing branch bankers to service customers more easily. Feature accountability lived across several agile release trains and delegated into many delivery teams accountable for delivering incremental feature releases.

Within one of those feature releases included the audit and improved feature functionality for Business Banking customers across their account opening experience.

How might we improve the branch assisted digital account opening experience for our business banking customers?

Recognizing that journey research was previously conducted and insights documented by a peer design team, this work was assessed to inform appropriate best next steps around approach for the new design team focused on this effort. Journey phases and pain points were identified from previous work that informed potential improvement opportunities to be address within the modernized enterprise branch banking platform.

PHASE I

Assessment of pre-account opening and account opening activities were assessed to inform awareness around manual information gathering around Know Your Customer policies, as well as fraud flags, legacy system and manual processes, and procedures required to carry out the manual banker experience. Audits of existing legacy systems and modernized experiences were then conducted to facilitate decisions around technical, product, and improved user experience considerations.

PHASE II

Current state assessment of digital screen flows informed the definition of business banking customer use cases. These use cases were then fleshed out into ideal state branch banker assisted digital experiences on behalf of the business banking customer that considered parity of the self-service mobile and online banking experiences. From there, further decisions were made around appropriate phases for an MVP branch-assisted account opening experience and user flows were designed to further flesh out feature requirements.

PHASE III

User interface designs were created with consideration of previous work done, compliance and legal approvals, and design system components and patterns. Iterations and refinement with product owners, developers and the design team informed the final evolution and release of this MVP improved experience.

This project is representative of work completed while employed at a regional united states bank.