WEB app
|
2025
NAB
date
July 2024 - Present
role
Senior Product Designer
Due to NAB’s portfolio restrictions I cannot share any confidential proprietary business information as its still in active development.
Speeding up the onboarding process for our business banking customers.
Business banking can be complicated due to laws that require verifying all beneficial owners and directors before opening any account.
NAB starts by collecting information solely from the main applicant. After that, a banker must contact various individuals to gather and verify everyone's details, which may take up to a week, depending on the complexity of the company's structure.
NAB starts by collecting information solely from the main applicant. After that, a banker must contact various individuals to gather and verify everyone's details, which may take up to a week, depending on the complexity of the company's structure.
Discovery
User flows
Mid-fi design
Prototyping
Usability testing
As part of AML11 (Anti Money Laundering) guidelines, NAB requires all directors and major owners of the company to have ID verification.
We aimed to develop a multi-party onboarding process where the main applicant could initiate a pathway for all business directors and owners to confirm and verify their identities online.
We started by exploring the future mobile experience for opening a business bank account for a simple Australian private company. We tested this with 12 customers representing various company structures.
We aimed to develop a multi-party onboarding process where the main applicant could initiate a pathway for all business directors and owners to confirm and verify their identities online.
We started by exploring the future mobile experience for opening a business bank account for a simple Australian private company. We tested this with 12 customers representing various company structures.
Design
Stakeholder engagement
Hi-fi design
EDM design
Prototyping
User testing
Due to the complexity, size of the project and the amount of products this experience would be used for, the aim of the first release was for a single business product for both companies and trusts.
While NAB's design team was developing a new design system, we had to create the experience with an eye on future improvements, knowing we would initially rely on the old system.
We outlined development epics that split the onboarding processes for companies and trusts. Trust onboarding was more complex since we couldn't automatically pull data from a trust deed, requiring customers to enter all information manually.
We developed three unique drops, steering towards an ideal future experience while testing both the primary and invited applicant experiences.
While NAB's design team was developing a new design system, we had to create the experience with an eye on future improvements, knowing we would initially rely on the old system.
We outlined development epics that split the onboarding processes for companies and trusts. Trust onboarding was more complex since we couldn't automatically pull data from a trust deed, requiring customers to enter all information manually.
We developed three unique drops, steering towards an ideal future experience while testing both the primary and invited applicant experiences.
Results
30%
Expected uplift in straight through processing
(Opening an account without banker involvement)
4.35/5
ExQual Score
(NABs version of quality scoring)
Delivery
Production elaboration sessions
Development support
We're still offering design support throughout the development phase, aiming for a release early next year. We're also exploring the possibility of applying this design to additional banking products.
