The challenge

The bank had a strong acquisition funnel but poor completion rates in digital onboarding.
Customers dropped off at key steps due to unclear requirements, repetitive inputs, slow
verification turnaround and inconsistent messaging. Internal stakeholders wanted more
features, but the core issue was friction and lack of clarity. The bank also had strict
compliance requirements and could not compromise KYC quality.

What we did

• Mapped the end-to-end onboarding journey and identified the top friction points
  through user feedback, support tickets and drop-off analysis
• Defined clear problem statements and success metrics focused on completion and
  time to first account readiness while keeping compliance guardrails intact
• Simplified the workflow by reducing unnecessary steps, clarifying instructions, and
  improving error handling and recovery paths
• Aligned stakeholders across product, operations, compliance and engineering on a
  prioritised plan and a phased release strategy
• Introduced release readiness practices including UAT discipline, acceptance criteria
  and rollout checklists to protect service stability

Impact

• Improved onboarding completion through reduced friction and clearer user guidance
• Reduced repeated customer queries and escalations by improving clarity and error
  recovery
• Improved internal confidence in compliance outcomes through better workflow
  transparency and audit-friendly evidence capture
• Created a repeatable approach the bank could use for other customer journeys