Corporate Banking Onboarding & User Management Process

Know Your Customer (KYC) is a critical process used by financial institutions and banks to verify the identity of their clients. The primary aim of KYC is to prevent fraud, money laundering, and other illegal activities by ensuring that the entities they engage with are legitimate.

Client

Raiffeisen Bank

Services

UX Research & Strategy User Interface Design Accessibility & Optimization

Industries

Banking

Overview

I led the design of the Admin UI, User Creation, and User Edit features, guiding the process from research and problem identification to design, usability testing, and handoff for implementation.

This case study highlights the design process and impact of the User Creation feature in our banking platform, aimed at streamlining corporate client onboarding. By simplifying the process, we enhanced efficiency and improved client satisfaction.

Problem

Out of 9,929 total users, 4,651 (46.8%) were created via the Admin UI, highlighting its critical role in internal operations. However, the previous experience hindered efficiency and adoption.

The current onboarding solution is complex, inefficient, and time-consuming. It lacks essential features, generates frequent errors, and is often avoided by internal users.


  • Despite having 12 applications in our portfolio, only 46.8% of user accounts are created through the main onboarding solution, highlighting potential usability and efficiency issues.


  • Additionally, the platform does not meet accessibility standards, which must be addressed to ensure compliance with the European Accessibility Act before its enforcement in mid-2025.

Goals

The current banking platform struggles with efficiently assigning multiple applications to the same customer, requiring bank representatives to repeat the onboarding process for each application. This leads to time inefficiencies and operational friction.

Our goal is to streamline workflows and enhance processes to enable faster customer handling, improve service efficiency, and allow representatives to focus on high-priority tasks. This involves identifying pain points, uncovering improvement opportunities, and analyzing user interactions to create a more seamless and effective experience.

Solution

Designed to support both individual and group onboarding, the platform simplifies the process, enhancing efficiency, user satisfaction, and trust.


Key features include:

  • Automated form filling using existing data, reducing errors and saving time.

  • A centralized dashboard that provides bank employees with real-time visibility into tasks and progress.

  • A streamlined process that improves speed, accuracy, and overall usability for a more seamless onboarding experience.

Process

As the sole UX Designer, I led the design of the customer eKYC platform, ensuring a seamless experience through close collaboration with business analysts, solution architects, product owners, developers, and testers.


  1. Research & Discovery – Identified pain points in the multi-app onboarding process through stakeholder insights and workflow analysis.


  2. Design & Prototyping – Created wireframes and interactive prototypes, refining them based on usability feedback.


  3. Iteration & Collaboration – Worked with developers and testers to optimize interactions and improve efficiency.


  4. Delivery & Validation – Implemented and validated the new design, ensuring adoption and measurable improvements.

Results

  • This project was all about simplifying life for bank representatives. Through research, testing, and user feedback, I identified key pain points in the user creation flow and tackled them head-on.


  • The “Assign multiple apps” feature proved to be a game-changer, cutting processing time by 47% and helping employees onboard customers 63% faster.


  • By listening to users, I refined workflows—87% found the new feature valuable, and clearer instructions reduced errors by 35%. Small but impactful tweaks, like improving labels and descriptions, boosted task completion by 41% and eased frustration.


  • In the end, these changes freed up 30% more time for critical banking tasks, proving that user-centered, data-driven design can turn complex workflows into effortless experiences.