Rethinking the Onboarding Experience
Overview
Scotiabank faced a significant challenge with its traditional, non-digital onboarding process, requiring customers to visit branches to acquire products like deposit accounts, credit cards, insurance, and loans. The bank recognized the need for modernization, aiming to enable new and existing customers to join digitally from the comfort of their homes.
My Role
As the Product Design Lead, I spearheaded the digitalization of the customer and product onboarding journeys. This project was not without its complexities, highlighting the need for a structured approach and a well-defined design thinking process. By implementing these strategies, my team and I were able to create an intuitive, simple, seamless, and modern experience for users.
Here, I'm going to show how our design strategy allowed us to overcome obstacles, drive digital transformation and significantly enhance the overall customer experience.
