In order to boost digital engagement, a new onboarding process will educate new customers about helpful digital banking features. The goal is to increase the customer’s propensity for digital platforms.
Design Process
Customer segments were outlined and customer journeys were mapped out to identify the happy and unhappy paths. Group workshops were run to assess the journey and priorities were set to remedy the gaps. New feature pages were created to address the missing features with a complete new IA map, wireframes and designs. A total of 3 emails were planned to be sent to different segments, addressing each customer’s lifecycle journey.
Outcome
Over a 3 month period, emails were sent to new customers to assist with their onboarding process. The initial result shows uptake in digital activities over a 30-day period – Further analysis will be conducted and adjustments will be made to the communications to address new features and benefits.
