ON Digital

For Burgan Bank’s ON Digital, we led the digital customer acquisition project to streamline the process of onboarding new clients via their mobile banking application. This project allowed potential customers to open accounts entirely online, without needing to visit a physical branch. By integrating identity verification through NFC-enabled devices, facial recognition, and live agent support, we made it possible for users to register efficiently from the comfort of their homes. Our UX/UI team managed the entire process, ensuring a smooth, intuitive experience for users.

Challenges

Ensuring a seamless, secure process for users with various device capabilities (NFC-enabled and non-NFC phones).
Implementing a frictionless digital identity verification system using both facial recognition and live agent support.
Creating an intuitive interface that guides users step-by-step through the complex process.
Maximizing security while keeping the process user-friendly and quick.
Managing and testing the UX across multiple devices to ensure consistency and ease of use.

Our Approach

UX/UI Design & Testing:

Designed a clear, step-by-step user interface that simplifies the onboarding journey from identity verification to account creation.
Conducted extensive UX testing to optimize the process, ensuring users with different levels of tech-savviness could easily navigate it.
Developed multiple paths for identity verification: one for NFC-capable devices (using the chip on Turkish IDs) and another process for non-NFC users.

Facial Recognition & ID Verification:

Integrated advanced facial recognition technology to ensure that users’ identities were securely verified.
Implemented a live agent connection feature for real-time support, completing the customer verification and onboarding.

User-Centric Animations:

Introduced interactive animations and visual cues to guide users through the registration process.
Ensured that animations provided feedback at each stage, making the experience more engaging and understandable.

Results

Within the first year of launching this feature, ON Digital saw a 400% increase in new customer acquisition, demonstrating the effectiveness of our approach. The seamless integration of facial recognition, live agent support, and mobile-friendly design created a user experience that dramatically reduced friction in the onboarding process, encouraging more users to register digitally.