RAKBANK
Improving the onboarding banking experience
Conducting user interviews and benchmark analysis to improve the digital onboarding process for RAKBank.
RAKBANK wanted to improve their digital banking offering, so they asked us to provide user insights to help them refine their digital onboarding experience.
The goals of the onboarding improvement project were to:
- Reduce the time it takes for new customers to open an account.
- Improve the customer experience during the onboarding process.
The onboarding improvement project was conducted using a variety of methods, including:
User research: The RAKBank team conducted user research to understand how new customers were currently experiencing the onboarding process. This research included surveys, interviews, and usability testing.
Process improvement: The RAKBank team identified areas where the onboarding process could be improved. These areas included the time it takes to complete the process, the number of steps involved, and the clarity of the instructions.
The project resulted in a faster, more customer-friendly onboarding process.
Improved user experience
The customer satisfaction with the onboarding process
Customer satisfaction
The customer satisfaction with the onboarding process
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