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Chase UK Onboarding & Authentication
End to end journey to get an account with Chase
My Contribution
Product Design
CX representatives
Behavioural data analysis
Usability
Duration
18 months
Improve conversation rate while reducing cost-to-serve
How design adds values
Open a bank account in less than 7 minutes!
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.
Smart errors handling
Implement a human-centered approach to streamline data matching, ensuring quick self-service error recovery. Improve the way users taking photo of their ID & Selfie
Results
By examining data and metrics like time on task, conversion rates, and ID verification rate, We find opportunities for improvement. The following results reflects onboarding success
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