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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
Major challenges
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
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
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