background

Streamlining the application process to open a bank account with DC bank, a digital first financial institution.

Background

DC Bank functions as a digital-first financial institution, focusing on online and API-driven banking services tailored for businesses, fintech companies, and individuals.

Background

Process

The Problem

DC Bank was looking to improve their online application process for opening a new personal, or business account. Currently all applications are mail in.

Challenges

Technical Problems
Technical Problems
Technical Problems
Technical Problems
Security Concerns
Security Concerns
Security Concerns
Security Concerns
Uncertainty of application length
Uncertainty of application length
Uncertainty of application length
Uncertainty of application length

User Insights

We reviewed user feedback from other online banking applications and identified four key insights to focus on: Frustration with lost progress, and security concerns, length of applications and lack of assistance along the way.

insight 01

"I wish it didn't take so long to complete the application"

insight 02

"I feel nervous when I don’t see things like two-factor authentication or when security measures aren’t communicated."

insight 03

"I just wish the applications were less confusing and that there was assistance when needed"

insight 04

"It’s frustrating to lose my progress if something goes wrong. I wish it saved automatically."

The above are generated user quotes based on the user feedback

Competitor Analysis

I completed numerous banking applications to compare UI and UX solutions from other competitors and noting the pain points mentioned by users along the way.

  • Not super obvious if progress is being saved however did require a signup to save data as you go.

  • Detailed breakdown of progress - list on side bar to let you know what is left

  • Sidebar on the right tells me what I am applying for - Advantage Account

  • Address complete fills in my address to ensure it is correct - then auto fills the other boxes

  • Help chat available on the side

  • False time estimates to completion. the application process took about double the time mentioned at the start (which was 5 minutes)

  • Progress indicator was ambigious, gave an idea on on timing but really know real indicator on how much information would be needed on each page.

  • No way to know if progress is being saved incase system crashes.

  • End screen summary was helpful to review information

  • Asked less questions at once.

  • Simplified questionairre is faster to complete and less overwhelming.

  • Progress indicator was helpful in knowing when the application was almost complete.

  • End screen summary was helpful to review information

User Flows

The team worked through creating a detailed user flows that dive into a task flows breaking down and highlighting data specifics, security requirements, input requirements etc.

Design solutions

How can we streamline the process to allow for a faster application completion while still collecting the necessary information?

Solution

Streamline the application by allowing existing clients to log in and auto-fill their information, reducing manual input. Let users save and return later, adding flexibility. Use clear helper text and remove unnecessary fields to keep the form focused. Inline errors guide real-time corrections, and tools like Flinks can pull financial data to speed up verification.

How can we prevent technical issues and maintain a positive experience for users in the event of a crash?

Solution

Beyond ensuring that the build goes through extensive testing and is soundly built we wanted to plan for problems beyond our control. We added in an auto save that lets users know the last auto save while also giving them the option to save and exit and complete later. Application details will be held for up to 30 days.

How can we ensure both robust data security and a strong sense of visual trust for users as they work through the application process?

Solution

Real-time validation with clear, respectful error messages helps prevent mistakes and builds trust. Allowing users to review and confirm their inputs before submission further reinforces a sense of control and transparency. Offering confirmations such as “Your information has been securely submitted” provides reassurance, followed by a secure email summary with masked sensitive data (e.g., “Account ending in ***1234”) to maintain confidentiality. We included contextual help within the form to support users throughout the process as well as a live chat.

background

Streamlining the application process to open a bank account with DC bank, a digital first financial institution.

Background

DC Bank functions as a digital-first financial institution, focusing on online and API-driven banking services tailored for businesses, fintech companies, and individuals.

Background

Process

The Problem

DC Bank was looking to improve their online application process for opening a new personal, or business account. Currently all applications are mail in.

Challenges

Technical Problems
Security Concerns
Uncertainty of application length

User Insights

We reviewed user feedback from other online banking applications and identified four key insights to focus on: Frustration with lost progress, and security concerns, length of applications and lack of assistance along the way.

insight 01

"I wish it didn't take so long to complete the application"

insight 02

"I feel nervous when I don’t see things like two-factor authentication or when security measures aren’t communicated."

insight 03

"I just wish the applications were less confusing and that there was assistance when needed"

insight 04

"It’s frustrating to lose my progress if something goes wrong. I wish it saved automatically."

The above are generated user quotes based on the user feedback

Competitor Analysis

I completed numerous banking applications to compare UI and UX solutions from other competitors and noting the pain points mentioned by users along the way.

  • Not super obvious if progress is being saved however did require a signup to save data as you go.

  • Detailed breakdown of progress - list on side bar to let you know what is left

  • Sidebar on the right tells me what I am applying for - Advantage Account

  • Address complete fills in my address to ensure it is correct - then auto fills the other boxes

  • Help chat available on the side

  • False time estimates to completion. the application process took about double the time mentioned at the start (which was 5 minutes)

  • Progress indicator was ambigious, gave an idea on on timing but really know real indicator on how much information would be needed on each page.

  • No way to know if progress is being saved incase system crashes.

  • End screen summary was helpful to review information

  • Asked less questions at once.

  • Simplified questionairre is faster to complete and less overwhelming.

  • Progress indicator was helpful in knowing when the application was almost complete.

  • End screen summary was helpful to review information

User Flows

The team worked through creating a detailed user flows that dive into a task flows breaking down and highlighting data specifics, security requirements, input requirements etc.

Design solutions

How can we streamline the process to allow for a faster application completion while still collecting the necessary information?

Solution

Streamline the application by allowing existing clients to log in and auto-fill their information, reducing manual input. Let users save and return later, adding flexibility. Use clear helper text and remove unnecessary fields to keep the form focused. Inline errors guide real-time corrections, and tools like Flinks can pull financial data to speed up verification.

How can we prevent technical issues and maintain a positive experience for users in the event of a crash?

Solution

Beyond ensuring that the build goes through extensive testing and is soundly built we wanted to plan for problems beyond our control. We added in an auto save that lets users know the last auto save while also giving them the option to save and exit and complete later. Application details will be held for up to 30 days.

How can we ensure both robust data security and a strong sense of visual trust for users as they work through the application process?

Solution

Real-time validation with clear, respectful error messages helps prevent mistakes and builds trust. Allowing users to review and confirm their inputs before submission further reinforces a sense of control and transparency. Offering confirmations such as “Your information has been securely submitted” provides reassurance, followed by a secure email summary with masked sensitive data (e.g., “Account ending in ***1234”) to maintain confidentiality. We included contextual help within the form to support users throughout the process as well as a live chat.