BBVA Open Market
Open Market is the business area that is responsible for attracting and subsequently linking new BBVA customers. This case study includes the work done, as a BBVA employee, for customer registration and onboarding processes.
BBVA Open Market
Open Market is the business area that is responsible for attracting and subsequently linking new BBVA customers. This case study includes the work done, as a BBVA employee, for customer registration and onboarding processes.
Main goal
Implement fully digital customer registration flows in BBVA countries, with processes that can be completed from start to finish from a device. No need to go to an office.
Project challenges
The contracting processes of a bank require a lot of data from the user and a lot of security to avoid fraud. The biggest design challenge is to generate simple processes and minimize the cognitive load.
Solution
Under the BBVA process standard, the "Multistep", we have developed for Spain, Colombia, Peru, Argentina and Mexico, a process that allows you to complete the flow in 7 steps, in addition to carrying out identity verification by scanning your ID with your mobile and taking a selfie.
Main goal
Implement fully digital customer registration flows in BBVA countries, with processes that can be completed from start to finish from a device. No need to go to an office.
Project challenges
The contracting processes of a bank require a lot of data from the user and a lot of security to avoid fraud. The biggest design challenge is to generate simple processes and minimize the cognitive load.
Solution
Under the BBVA process standard, the "Multistep", we have developed for Spain, Colombia, Peru, Argentina and Mexico, a process that allows you to complete the flow in 7 steps, in addition to carrying out identity verification by scanning your ID with your mobile and taking a selfie.
Open Market design process
Open Market design process
Open Market design process
1. Knowing the users needs
We started by interviewing users to find out first-hand what they need to sign up for a product smoothly. Great lessons were learned from this test in order to know the behavior of people when taking their first steps with a banking application.
Open Market design process
2. Background analysis and technical definition
With the aim of finding a process as simple as possible, an analysis was carried out of all the information required from the user and all the associated services, in order to optimize the phases and facilitate the recovery of the user if he abandons the process.
Open Market design process
3. High fidelity wireframes
To optimize decision-making with the business departments, high-fidelity wireframes were made, collecting the information fields and the complete user interaction.
Open Market design process
4. First visual prototypes
The visual design is based on BBVA’s atomic design system. The objective is to be attractive in order to tell the value offer of products and avoid cognitive overload when navigating through the steps and filling in the information.
Open Market design process
5. Testing with users
In this phase we meet with users again to evaluate the interaction in the process, review behavioral challenges, extract insights about each feature, and take the pulse of the value offer.
With all these learnings we repeat the process in iterative mode.
Open Market design process
1. Knowing the users needs
We started by interviewing users to find out first-hand what they need to sign up for a product smoothly and take their first steps with the BBVA app. Great lessons were learned from this test in order to know the behavior of people when taking their first steps with a banking application.
Open Market design process
2. Background analysis and technical definition
With the aim of finding a process as simple as possible, an analysis was carried out of all the information required from the user and all the associated services, in order to optimize the phases and facilitate the recovery of the user if he abandons the process.
Open Market design process
3. High fidelity wireframes
To optimize decision-making with the business departments, high-fidelity wireframes were made, collecting the information fields and the complete user interaction.
Open Market design process
4. First visual prototypes
The visual design is based on BBVA’s atomic design system. The objective is to be attractive in order to tell the value offer of products and avoid cognitive overload when navigating through the steps and filling in the information.
Open Market design process
5. Testing with users
In this phase we meet with users again to evaluate the interaction in the process, review behavioral challenges, extract insights about each feature, and take the pulse of the value offer.
With all these learnings we repeat the process in iterative mode.
Resulting customer registration experience
Resulting customer registration experience
1. Product choice
2. Personal and economic data
3. Documents signing
4. Identification method choice
5. Identification start
6. Conditions feedback
7. Identification video-selfie
8. Success screen
1. Product choice
2. Personal and economic data
3. Documents signing
4. Identification method choice
5. Identification start
6. Conditions feedback
7. Identification video-selfie
8. Success screen
Anterior