Elevating Digital Client Onboarding
A New Era of Omni-Channel Onboarding
COMPANY
CIBC
ROLE
Product Design Lead
YEAR
2021 - 2022 (4 months)
Project description
Simplifying the first step into banking
This project introduced CIBC's Digital Client Onboarding, bringing card activation, mobile wallet setup, and auto-deposit enrolment into one unified flow.
Challenge
CIBC needed a way to help new clients quickly onboard and set up their banking without confusion. The existing experience was scattered across multiple platforms with inconsistent layouts, outdated design, and unclear task flows.
Defining success
The goal was to streamline account setup and help clients complete key tasks early for a stronger banking experience. Success meant designing a seamless journey that guided clients from one step to the next.
Process
This category details the step-by-step approach taken during the project, including research, planning, design, development, testing, and optimization phases.
Research & Planning
Conducted market research to identify existing scheduling challenges and user preferences. Defined target audience segments and outlined key features based on user needs and market trends.
Design & Prototyping
Collaborated with designers to create intuitive user interfaces and interactive prototypes. Iteratively refined designs based on user feedback to enhance usability and visual appeal.
Development & Implementation
Leveraged agile development methodologies to build the scheduling app from the ground up. Prioritized feature development based on user feedback and technical feasibility. Implemented AI algorithms to analyze user behavior and optimize scheduling recommendations.
Solution
The resulting AI-powered scheduling app offers a seamless user experience, allowing individuals and businesses to effortlessly manage their schedules.
Intelligent Scheduling
AI algorithms analyze user preferences, availability, and priorities to generate optimized schedules.
Calendar Integration
Seamless integration with popular calendar platforms such as Google Calendar and Outlook, ensuring synchronized scheduling across devices.
Personalization
Customizable settings allow users to tailor scheduling preferences and priorities to their unique needs.
Results
Here, the outcomes and achievements of the project are highlighted, including user feedback, adoption rates, and industry recognition.
User engagement
Increased session duration by 25% due to improved navigation and playlist management features
Conversion rates
Blues saw a 15% increase in premium subscriptions following the redesign, thanks to a clearer call to action and streamlined onboarding process.
Growing User Base
The app quickly gained traction among individuals and businesses worldwide, with a steady increase in user adoption and engagement.
