NatWest Start-up Business Banking Account Onboarding

As part of a bank-wide effort to optimise its digital products, I helped NatWest carry out an in-depth assessment of the current start-up business account opening journey.

At the end of the 3-month project, I proposed and tested the new UX design solutions, with a 39% increase in customer experience satisfaction.

My role:

  • Journey mapping, heuristic & competitor analysis

  • User interviews & analysis

  • Stakeholder workshops

  • Wireframe & interactive prototype design

  • Usability testing & analysis

Opening a new Start-up business account

For this project, we looked at the end-to-end journey of opening up a new start-up business account, hoping to uncover potential UX issues and reasons for drop-offs.

Pre-discovery

Following the double diamond design framework, a series of internal assessments (e.g. journey mapping, heuristic analysis, data analysis etc.) were carried out to understand customers’ experience navigating through the existing platforms.

Customer interviews

I interviewed 10 NW and competitor customers to understanding their business account usage and history, as well as how they engage with the current onboarding application.

Detailed insights were gathered after the interviews, allowing us to uncover common pain points amongst the users.

Stakeholder workshops

Following the double diamond design framework, a series of internal assessments (e.g. journey mapping, heuristic analysis, data analysis etc.) were carried out to understand customers’ experience navigating through the existing platforms and uncover potential UX issues and drop-off areas.

“If you make these changes I would recommend it to my friends.”

Participant

“This is a lot simpler, a lot easier to fill out and quicker to get through the process.”

Participant

“Before it was information overload, this time I look at it and I think I can fill it out in 10 minutes”

Participant