Vantage Bank
Customer onboarding combined flow for employees and customers
Project Summary
Vantage Bank needed a digital onboarding experience that worked for everyone involved. The goal was to support customers opening accounts on their own while also giving bank employees an easy, efficient way to onboard customers in-branch.
Challenge
The bank was working with two separate systems—one built for customers and another for employees. Because they didn’t talk to each other, onboarding was slow and messy, leading to duplicated work, errors, and a lot of wasted time.
Solution
I redesigned the employee banking interface to align with the customer experience and brought everything into a single system. This made it possible for either a customer or a bank employee to onboard a new account seamlessly, reducing rework and creating a smoother, more reliable experience overall.
Userflow
This is a simplified document flow view of the new customer onboarding.
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Results / Impact
The unified onboarding system reduced onboarding time by 50% and significantly cut down on duplicate work for bank employees. Errors caused by switching between systems dropped by 100%, while customers were able to complete account setup independently, both remotely and in-branch, with fewer support touchpoints.
