Enhance Group KYC processes for corporate banking customers.

Enhance Group KYC processes for corporate banking customers. Enhance Group KYC processes for corporate banking customers

Client

Raiffeisen Bank International

Services

UX Audits & Usability Testing Wireframing & Prototyping UI Design & Prototyping

Industries

Banking

Overview

The Group KYC process was inefficient, requiring bank representatives to repeat onboarding steps for multiple applications under the same customer.

As the Lead UX Designer, I streamlined workflows, reduced redundancy, and enhanced usability through research, prototyping, and testing. This case study highlights how UX improvements boosted efficiency and improved the onboarding experience.

Problem

The KYC process was frustrating and inefficient for companies and bank employees. While some parts were digital, many steps were still manual, leading to a lack of transparency and poor documentation.

Key Issues:

  1. Repetitive Work for Companies – Businesses had to submit the same documents multiple times to different banks, wasting time and effort.

  2. Lack of Visibility for Bank Employees – There was no centralized dashboard, making it hard to track tasks and know what needed to be done next.

  3. Manual Steps Were a Black Box – Since some parts of the process weren’t fully digital, it wasn’t always clear who did what, when, or what was missing.

  4. No Support for Group Cases – The system was designed for single cases only, making it difficult to manage multiple entities within the same corporate group.

These inefficiencies slowed down processes, created frustration, and made collaboration between banks and companies much harder.

Goals

Our mission was to transform the KYC platform through three strategic objectives:


l. First, we aimed to eliminate manual data entry through intelligent automation, reducing processing time and human error.

ll. Second, we set out to provide bank personnel with comprehensive visibility through a real-time dashboard for monitoring verification status and task priorities.

lll. Finally, we planned to build a flexible architecture capable of handling both individual and group-level verifications within a single interface.

Together, these improvements would transform a multi-week process into a streamlined experience that maintains rigorous compliance while dramatically reducing processing time

Solution

To streamline the Group KYC process, I designed a centralized, efficient, and scalable solution that reduces redundancy and enhances usability.

  • Unified Document Management – Companies submit KYC documents once, eliminating repetitive submissions across multiple banks.


  • Centralized Dashboard – Bank employees gain a clear overview of tasks, enabling better tracking, prioritization, and workflow efficiency.

  • Optimized Group Case Handling – The system now supports multiple entities under a single case, reducing manual work and improving processing speed.

Process

As the sole Designer, I built the Group KYC platform from the ground up, creating a seamless and scalable solution for multi-entity onboarding.

  1. Research & Discovery – Mapped workflows, interviewed stakeholders, and uncovered key pain points.


  2. Design & Prototyping – Crafted intuitive wireframes and prototypes for streamlined document submission and task management.

  3. Testing & Iteration – Ran usability tests, refining the experience based on real user feedback.

  4. Collaboration & Delivery – Worked closely with developers and product teams to bring the vision to life.


My responsibilities:

  • Setting priorities based on user needs and business goals

  • Conducted user research, creating prototypes, and usability testing

  • Conducted design reviews and organised feedback sessions to ensure alignment and address issues early

  • Held regular meetings and workshops to align on goals and gather feedback.

  • Used collaborative tools like JIRA and Confluence to track progress and manage tasks.

  • Conducted design reviews and feedback sessions to ensure alignment and address issues early.

Results

Key Takeaways

✅ 60% reduction in onboarding time, streamlining multi-entity verification.
✅ Improved efficiency, with 75% fewer repetitive document submissions.
✅ Enhanced task management, reducing manual tracking efforts by 50%.
✅ Higher adoption rates, with 90% of bank employees preferring the new system over the previous manual process.


Key Success Factors


🔄 Process Automation – Eliminated redundant tasks and manual document handling.
👀 Real-Time Tracking – Provided clear task visibility and prioritization.
🔗 Seamless Integration – Enabled smooth adoption within existing banking systems.
📌 Scalable Architecture – Designed to support both individual and group KYC cases.


Conclusion

The Group KYC platform MVP successfully streamlined corporate verification by reducing friction, automating manual processes, and improving visibility. Early adoption demonstrated significant efficiency gains, making onboarding faster, smoother, and more scalable for both banks and their clients. 🚀