Biometric Onboarding
The primary objective was to design a comprehensive biometric validation and onboarding platform for new Bx+ clients. The goal was to empower relationship managers to complete the entire identity verification and account setup process in a single branch visit, eliminating follow-up appointments and drastically improving efficiency. The challenge was to create a tool that was fast, reliable, and secure, ensuring a smooth experience for both the client and the bank’s personnel.
As the design lead, my role was to architect this in-branch digital platform, focusing on speed, accuracy, and ease of use.
Our Process
We adopted a user-centric design methodology focused on the specific needs of relationship managers and the in-person branch context. Key activities included:
- Deep Dive and Discovery: We conducted extensive client and user research to uncover the primary pain points of the existing onboarding process, defining a clear information architecture and end-to-end user flows to address them.
- Iterative Design and Refinement: We planned and executed a series of iterative design sprints, developing UI guidelines and a clear visual design direction. We then ran moderated usability tests with relationship managers to refine the capture and verification workflows for optimal performance.
- Quality and Handoff: Before hand-off to development, we performed a meticulous final design QA to ensure the platform was robust, intuitive, and ready for a successful rollout.
Key Achievements
The platform successfully digitized and accelerated the in-branch onboarding process, yielding significant improvements in speed, accuracy, and client satisfaction.
- Achieved High-Speed, High-Accuracy Verification: The solution successfully validated client identities directly against official government databases (INE) and captured 10 distinct biometric data points in under 15 minutes.
- Dramatically Increased Biometric Success Rates: We increased first-time successful biometric captures from 65% to 93%—a 28-point improvement that minimized client friction and repetition.
- Reduced Onboarding Time and Follow-Up Visits: The new platform reduced the average onboarding time by 40%, from 25 minutes down to 18 minutes, and enabled 85% of new-client onboarding sessions to be completed in a single visit without the need for follow-ups.