Non-residents from a neighboring country looking to open a bank account faced a process built entirely on manual effort — email exchanges, physical forms, and back-and-forth documentation that frequently came back incorrectly filled. For the bank, operational overhead. For users, delays in accessing something they urgently needed, without having to travel.

The problem worth solving

The challenge wasn't just digitizing a form. It was redesigning a process with two distinct users — each with different needs, different pain points, and different definitions of success — within fixed infrastructure and regulatory requirements that couldn't be negotiated away.

What I did

Before sketching a single screen, I mapped the full flow and every dependency. I ran a silent critique workshop to validate the task flow with stakeholders before moving into high fidelity, and involved back-office staff early — not just product and engineering.

The solution structured the process into two distinct flows: one initiating and filtering eligibility on the bank side, and one guiding the client through documentation remotely.

What I learned

User testing disproved some of my assumptions about where friction would live. What actually broke the flow had nothing to do with the digital experience itself. The reflection I came away with on stakeholder mapping and regulatory dependency has shaped how I approach complex projects since.

Due to confidentiality agreements, screens and metrics are not shared publicly. The full process is available to walk through in an interview.