Pan Africa
Digital Banking
Prompt
This project is about creating a digital banking experience in the African market where new bank customers can open their account by simply using an app and existing customers can get their service done within a few taps away.
Objective
Our objective is to create a seamless and less painful onboarding experience for customers who want to create a new bank account.
Challenge
When the first digital initiative was launched in Cote D’Ivoire, it was the start of digitising the banking experience in the Africa continent. Nigeria has around 118 million banking account within their population and that could be a good opportunity for the bank to tap into the market where they have only around 60,000 banking accounts in the country.
Role
My role in this project was to lead the design process of the discovery phase, stakeholder management, and delivering final deliverables/wireframe.
Sketches
To get a sense of how the overall journey is, I tried to do some rough sketches to quickly visualise the solution I have in my head.
Development
The next step is to create a full to-be workflow. Due to the time constraint, The user workflow was crafted in a way that it also shows how each of the screens looks like in high fidelity.
I am also working together with our tech team to discuss the feasibility of creating certain features since some of it could be limited to legacy system in the bank.
Final Design
Home Screen Widgets
We are adapting and enhancing our Mobile 2.0 capabilities for both new and existing customers. Despite that, one of the improvement I made is in the landing screen itself.
I designed a 'dynamic widget' that can detect if the customer is an existing or a new to the bank.
“For a new customer, we want them to focus at one task at a time, which is to open an account as seamless as possible. We believe this will make the onboarding journey better.”
Product Catalogue
As a first release, we were only meant to show bank account products since that's the only thing new customer can apply for. This is due to limitation from each market.
Ideally, we should let new customers to select more than a bank account product, such as loans, credit cards, etc. This feature is crucial especially in African market.
To cater that feature, I designed a shopping cart so new or existing customers can apply for multiple products.
Know-Your-Customer
There are different ways for new customers to apply a new account in a different market in Africa. But the key to the application process is on the Identity Card scanning and biometric authentication.
With these features embedded in the KYC (know-your-customer) process, application time can be significantly reduced.
Phase 1 Launch
Phase 1 was launched between December 2018 to January 2019 in four countries; Kenya, Ghana, Uganda, and Tanzania.
In Nigeria, the onboarding process is simpler. Customer data is recorded in a registry called Bank Verification Number (BVN). This makes the overall application much quicker.
Furthermore, their objective is to get as many new customers as possible, so the speed is the focus of the onboarding process.
To tackle this challenge, our proposal is to let new customer create an 'instant' account with limited feature. Customer who just opened this account will have the option to upgrade their account the next time they logged in to their mobile banking.
Learnings
