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Simplifying the Client
Onboarding Experience
www.slidescarnival.com
Table of Content
Problem Statement
Opportunity Analysis
Research
Adriel’s Journey
Application Walkthrough
The Benefits
3
5
7
10
17
21
2
1.
Problem Statement
Our understanding of the current challenges
3
Time-Consuming and Tedious Process
• Increased regulations and compliance
• Manual and labor-intensive process
Current Challenges
Outdated Technology and Systems
• Process is manual and inefficient
• Inconvenient due to need for physical presence at the branch
Challenges
Problem Statement: How to make client onboarding delightful?
4
2.
Opportunity Analysis
Bridging the gap between the market and customer
5
Financial Industry
The Opportunity"
CustomersMarket
Opportunity
“Fintech now makes up a multi-billion dollar industry, still dominated by startups offering technological solutions to financial services and products.”
“…estimate that digital transformation will put upward of 30 percent of the revenues of a typical bank in play…”
“The fact that the Internet has become mobile — owing to the development of multifunctional smart phones — can hardly be overlooked in public.”
6
3.
RESEARCH
Understanding the market and users
7
Market Research
Target Group: Singaporeans
6h 17m / day
Time spent on the internet for a
person on average
88%
The number of adults (aged 16-
64) who own a smart phone
3.70M
The number of active mobile
internet users in Singapore
Source: Digital in 2016, Simon Kemp, We Are Social, 2016 8
User Research
Target Group: Respondents aged between 18 and 35
75%
found waiting time at the branches
unsatisfactory
83.8%
will use mobile applications if it saves them time
23.5%
opened an account through
digital application9
4.
Adriel’s Journey
From complexity to a delightful experience.
10
Meet Adriel
26
Management Consultant
$X,XXX per month
Not much
6 Hours
Fuss - free
Age
Occupation
Salary
Free-time
Mobile Usage
Likes
11
Tedious Lengthy Complicated
Adriel wants to open an account but…
12
A lot of my personal details are
requested at account opening, and I have to be
careful not to miss out on any
documents.
There is usually a long queue at the branch before it gets to my turn. I
rather be spending that time doing something else.
There are so many types of products,
how do I know which one is right
for me?
Secure login to safeguard your privacy
User is concerned
with privacy issues in using an application
Secure login at the start gives users comfort
and reassurance
User Journey
Current Future
13
One-time input of
personal details
Requesting the same
information multiple times
One time input of user data
across all products and
services
👉
User Journey
14
User Journey
Current Future
👉
Personalized product
listing
User Journey
Information overload on
product offerings
Product recommenda-tion based on
user profile
15
User Journey
Current Future
👉
Simple step-by-
step guide to open an
account
User Journey
Unclear procedures to
open an account
Easy-to-understand
process to help user provide
necessary information
16
👍
User Journey
Current Future
👉 👍
5.
Application Walkthrough
Step-by-step user introduction
17
Our process is easy
Opening an account is
tedious, lengthy and complicated
Instant access anywhere, anytime
Current Future
18
Personalized and fuss-free experience
Secured personal
information
See our product HERE
(for best experience, try on iphone 6 or later versions)
19
Secure login to safeguard your privacy
One-time input of
personal details
Personalized product
listing
Simple step-by-
step guide to open an
account
Enhanced User Experience
20
6.
The Benefits
The win-win situation.
21
• Increase operational efficiency, lowering operational costs
• Leverage customer analytics for internal developments and external opportunities
• Retain market competitiveness in provision of digitalization services
• Partner with clients to create market-leading disruptive solutions and build deep relationships
• Leverage and collaborate with Fintech leaders to deepen knowledge base
• Engage senior stakeholders and establish EY as a preferred Fintech champion
• Instant access anywhere, anytime
• Personalized and fuss-free experience
• Secured personal information
CUSTOMER
CLIENT EY
i2wi
22
The Iceberg Model of What’s to come…
CLIENT ONBOARDING
PERSONALIZED BUDGETING
PAYMENTS
P2P
DIGITAL WALLETS
ADVISORY
INVESTMENTS
23
Thank You!
i2wi
“People will forget what you said. People will forget what you did.
But people will never forget how you made them feel.”
−Maya Angelou
24
Appendix
25
User Testing Results
Improvements and modifications from prior wireframe
26
Sign-up page to be brought forward prior to input of any personal details to ensure security.
27
Addition of product summary screen for overview of product listing.
28