Redesigning Onboarding and Ensuring Consistency for Kuwait Finance House Bahrain (KFHB)

Challenge

Complex Onboarding Process:

New users struggling to understand and handle the account setup led to high drop-off rates and annoyance.

Inconsistent UI Elements:

The interfaces disparate design features across different regions gave the platform a sloppy and uneven feel.

Lack of Clear Guidance:

User confusion and low engagement resulted from a lack of visual signals and instructions to help them understand key functionalities.

My Role

As the UI/UX Designer for this project my responsibilities included:

Onboarding Redesign:

My objectives were to reconsider and simplify the onboarding procedure for new users. Enhancing its user friendliness and guaranteeing a seamless experience for those using it for the first time.

UI Consistency:

I was also responsible for implementing a design framework that would balance the visual language and correct the platform's UI inconsistencies.

User Research:

The process of learning about users issues during the onboarding process and making recommendations for improving the user experience is known as user research.

Collaboration with Stakeholders:

I worked closely with the development team, product managers and other stakeholders to ensure the design was feasible and consistent with business goals.

Research & Insights

To ensure the redesign addressed the right issues and met user needs and I started by carrying out a comprehensive investigation:

User Interviews and Surveys:

About their experiences with the site especially during onboarding. Many clients expressed dissatisfaction about the lengthy, ambiguous and non-step-by-step instructions of the process. One of the most common complaints are:

• There were too many steps in the registration procedure.
• There is no clear guidance and a lot of material is provided up front.
• Because of the confusing navigation the users abandoned the process in the middle.

Competitor Analysis:

I examined onboarding experiences from several banking and financial apps both domestically and abroad. Several well-known apps offered a clear and step-by-step process with clear instructions and visual clues to assist users in navigating.

Persona Development:

Using the study findings as a guide I developed user personas to better understand the platform's primary users. These individuals helped guide the design decisions to ensure the platform satisfied the expectations of its audience.

Design & Solution:

Digitized Onboarding Flow:

I developed a digital onboarding approach in order to reduce manual paperwork and integrate the phases into a single system. By promoting more effective departmental collaboration and guaranteeing seamless information movement between them this reduced delays.

Simplified User Interface for Clients:

I created an intuitive user interface that enables clients to complete their online onboarding documentation with ease. This eliminated the need for paper records by enabling clients to quickly and safely submit the necessary paperwork.

Automated Workflows:

The new system reduced the likelihood of errors and effort duplication by incorporating automatic work assignments and notifications. Which ensured that the relevant departments were always updated on the onboarding process.

Design System for Consistency:

I created an extensive design system that unified the layouts, color schemes, typography and interface components of all the onboarding pages. This guaranteed a uniform user experience and enabled future design modifications.

Results

Reduced Onboarding Time:

Simah was able to onboard clients more rapidly and effectively thanks to the new digital onboarding process which cut the entire onboarding time by 50%.

Improved User Satisfaction:

Both internal users and clients acknowledged a more streamlined and effective procedure. Clients appreciated the convenience of an online onboarding system and internal teams benefited from less manual labor and fewer errors.

Operational Efficiency:

Departmental integration and automated processes improved teamwork and communication that sped up and improved the accuracy of the onboarding process.

Conclusion:

We greatly decreased the time and effort needed to onboard new clients by digitizing and optimizing Simah's onboarding procedure. Simah and its clients benefited from the new system's increased efficiency that made the experience more seamless and fulfilling. The design system was essential to preserving uniformity throughout the platform and guaranteeing a seamless and sophisticated user experience.