CIBC Electronic Consent Documents
CIBC is advancing its electronic consent (e-Consent) capabilities to deliver a fully digital experience across all channels and products, making document management faster and more secure.
Role
Product Design Lead
Client
CIBC
Deliverables
UX & UI Design, Product & Design Strategy, E2E , User Retention Metrics
Year
2023
❖ Full process breakdown available upon request.
What Does Success Look Like?
"Currently, we gather paper consent for each product, usually when clients first sign up or at the time they get a new product. As we move toward more digital communication, our goal is to at the client or legal entity level during online and mobile banking logins for CIBC clients."
Our goal is to:
Reducing print and mail costs.
Avoiding additional costs that may arise due to Bill 96 requirements.
Simplifying the customer journey by collecting consent only once and applying it across all products linked to a given legal entity.
Highlights
Progress Step Bar
E-consent offers clients greater accessibility and convenience when it comes to providing informed consent. I focused on keeping the design simple and clear, using plain language and an easy layout to help clients feel confident and at ease throughout the process.
Summarized Confirmation Page
The confirmation page gives clients the peace of mind that everything has been submitted correctly. Plus, they’re given an easy option to view and adjust their document preferences if they want to make any changes, adding a level of flexibility to the experience.
Easy Consent Adjustments
When clients set up their electronic consent preferences when opening an account, it makes applying for new products much easier. The process remembers their previous choices and automatically fills them in, saving time. Additionally, clients can always tweak their preferences for each new product, keeping the whole process flexible and easy."
Outcome
Initial Launch
The update, which included both hardware and software, was rolled out across nearly 6,000 unique CIBC customer logins in Canada during the first few weeks, leading to a 26% reduction in print, mail, and branch employee costs.
More importantly, the new design complied with “Bill 96, the Act respecting French, the official and common language of Québec."
