Digital Onboarding
Multi-Product Banking Experience

Project Overview

Opening an account used to mean branch visits, paperwork, and long waits. At the same time, the bank missed opportunities to sell more products during onboarding.

Scope

  • Fully digital onboarding with e-KYC
  • Instant account activation
  • Bundled product offers (e.g., free credit card with a loan)

My Mission

Design a seamless, mobile-first onboarding experience for a leading UAE bank transforming a branch heavy process into a digital journey, while enabling cross-selling of additional products like credit cards and loans.

My Role

 UX Designer, leading user flows, wireframes, prototyping, and final designs.

Problem Space

Branch Dependency

Customers wasted time at branches to submit documents

Trust & Clarity

Onboarding took days, not minutes

Limited Cross-Selling

Missed 
cross-selling of credit cards and loans

Impact: Drop-offs, high acquisition costs, and lost revenue.

Design Challenge

How might we design a digital-first onboarding journey that is fast, simple, and drives multi-product adoption?

Process & Approach

1 Instant
KYC

Solution: In-app document capture, e-KYC, instant activation Outcome: Onboarding reduced from days to minutes

2 Bundled
Offers

Solution: Bundled offers surfaced during onboarding. Outcome was a Higher product adoption and increased customer value

3 Provide
Transparency

Solution: Plain language, clear steps, progress tracking Outcome: Better usability, higher completion rates

User Flow

Design Solutions

Service Blueprint: End-to-end mapping of touchpoints and systems
User Flows & Wireframes: From onboarding to product bundling
Final Designs: Mobile-first, branded, accessible

“Enabled customers to open accounts instantly while adopting multiple products in one seamless flow.”

Results & Impact

  • Business: Lower acquisition cost, higher credit card uptake
  • Customer: Accounts opened in minutes, simple and transparent
  • Operations: Reduced branch workload, automated KYC checks

Reflection

Onboarding is not just compliance, it’s the first chance to build trust and deepen relationships. Bundled product offers turned a functional flow into a growth opportunity.