To begin, I collaborated with the research team to conduct user interviews, surveys, and a heuristic analysis of the existing account opening flow. Key findings included:

• • Users felt overwhelmed by the number of steps in the process.
  • There was confusion around specific financial terminology and the required documentation.
  • Mobile users, in particular, had a poor experience due to non-responsive layouts.

Challenges —

Compliance Constraints: Designing within a highly regulated industry meant maintaining strict adherence to security protocols and legal requirements, while balancing user experience.

Technical Limitations: Some legacy systems posed technical challenges, requiring innovative solutions to streamline processes without a full overhaul of the backend systems.

Stakeholder Buy-in: It was essential to demonstrate the value of UX improvements with data-driven evidence to ensure stakeholder support for changes.

Solution —

The redesigned account opening process addressed the identified issues through:

• • Simplified Navigation: I restructured the flow into clear, logical steps, reducing user cognitive load.
  • Progress Indicators: We introduced a step-by-step progress bar, providing users with transparency on how much of the process was remaining.
  • Responsive Design: I worked closely with developers to implement a mobile-first design, ensuring a seamless experience across devices.
  • Form Simplification: The form fields were reorganized, grouped intuitively, and unnecessary fields were eliminated. Real-time validation and contextual help were added to prevent user errors.
  • Personalized Experience: Based on user inputs, we introduced dynamic form adjustments, tailoring questions relevant to the user’s account type.

Prototyping & Testing —

After creating wireframes and high-fidelity prototypes, we conducted usability testing with a diverse group of users. Some insights:

• • Users appreciated the progress bar as it reduced uncertainty.
  • The mobile design drastically improved the experience, particularly for users on the go.
  • Simplified error messages made it easier for users to correct mistakes and proceed with confidence.

Impact—

The redesign had a significant positive impact:
● Abandonment rates dropped by 35%.
● Completion rates increased by 25%.
● Mobile traffic saw a 40% improvement in user satisfaction scores.

Reflection —

This project demonstrated the importance of combining user-centered
design with business goals and technical constraints. By focusing on
simplifying the user experience, we not only improved customer satisfaction
but also drove measurable business outcomes.