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Chase UK Onboarding & Authentication

End to end journey to start relation with Chase 

My Contribution 

Product Design

​CX representatives

​Behavioural data analysis

Usability

​Duration

18 months

Major challenges

How design adds values

Open a bank account in less than 7 minutes!

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Bite-size guidelines

Break guidelines into small, easy-to-follow steps. Provide detailed visual instructions for customers on how to upload their ID and take a selfie.

​Track and motivate 

Applying behavioral design to clarify the application process upfront, reducing uncertainty and boosting customers motivation.

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Handle human errors

Assist customers with document uploads and selfies, ensuring quick error recovery. Implement a user-centered approach to streamline data matching

Results

By examining data and metrics like time on task, and conversion rates, ID verification rate, we find opportunities for improvement. The following results reflects onboarding success

Next project

​Techcombank

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