UX study of a video-verification of bank account opening process

Client: Santander

UX study of a video-verification of bank account opening process

Summary

We conducted an ethnographic study to test remote bank account opening at a client’s home during a video call with a bank consultant. The participants were opening a real bank account, so we tested a real process. Our work resulted in recommendations regarding specific usability issues observed during the account opening process.

Sector

Banking

Our role

Ethnographic Research

Challenge

Verification of the remote bank account opening by the users

Our main challenge was to conduct usability studies of the bank account opening process. The research participants connected with a bank consultant via a video-call from their homes.

Result

Improving communication

The conducted research yielded valuable and detailed insights and data that made it possible to create a database of recommendations for optimizing the process of communication between the customer and the bank consultant during opening a bank account via a video-call.