A conversational on-boarding solution offers guidance and flexibility.
Client
FresnoFirst
My Role
UX Researcher & UI Designer
Services
Research, User Experience, Design and Testing
Tools
Figma, FigJam, Miro, Maze
Project Overview
The goal of this project is to design a conversational onboarding experience for FFB Bank’s digital platform that simplifies and humanizes the way new users engage with banking services. By replacing static, form-heavy onboarding with a dynamic, chat-style interaction, the experience will guide users through account setup, feature discovery, and personalisation with ease and clarity. This approach aims to reduce friction, increase user trust, and create an intuitive first impression aligned with FFB Bank’s commitment to innovation and customer-first digital banking.
The conversational interface will be designed to feel personal, helpful, and intelligent—mirroring a real human assistant. It will support adaptive logic based on user input, offer contextual tooltips, and highlight relevant features such as account types, card services, mobile banking, and financial planning tools. Accessibility, tone of voice, and data security will be central to the experience. Ultimately, the onboarding journey will not only help users get started but also educate them on the platform’s benefits, encouraging long-term engagement and loyalty.
The Problem
The conversational interface will be designed to feel personal, helpful, and intelligent-mirroring a real human assistant. It will support adaptive logic based on user input, offer contextual tooltips, and highlight relevant features such as account types, card services, mobile banking, and financial planning tools. Accessibility, tone of voice, and data security will be central to the experience. Ultimately, the onboarding journey will not only help users get started but also educate them on the platform’s benefits, encouraging long-term engagement and loyalty.
The challenge was to design a streamlined, user-friendly onboarding module that simplifies the journey, builds trust, and meets both compliance and accessibility standards-without compromising on visual clarity or functionality.
The Process
Personas
Samantha (23Y)
Michael (45Y)
Evelyn (61Y)
Understanding user challenges in current bank onboarding
issues with the current approach…
Typical user journey
Primary research
Key features for onboarding
Quick Account Setup
Enable users to open an account quickly by entering basic information and uploading essential documents.
Document Upload & Verification
Simplify document submission with a secure upload system and real-time verification status updates.
Real-Time Support
Offer instant chat or call support to assist users facing issues during onboarding.
Personalized Account Options
Allow users to choose and customize account types (savings, current, business) based on their needs.
Progress Tracker
Visual progress indicators to show users which onboarding steps have been completed and what’s next.
Secure Identity Verification
Implement biometric or multi-factor authentication for secure user identity validation.
Guided Walkthroughs
Provide interactive guides and tooltips to help users understand each onboarding step.
Pre-filled Form Options
Use smart data suggestions to minimize manual data entry and speed up the process.
Terms & Consent Capture
Clearly display legal agreements with simple, accessible checkboxes for user consent.
Onboarding Summary & Confirmation
Summarize submitted details for final review and provide confirmation with next steps for account activation.
Designs
Challenge
Outcome
Takeaways
Reflection
Working within regulatory constraints helped me balance empathy with compliance – a recurring theme in my fintech work.