Context

I worked as a Product Designer embedded within the onboarding team of a large Latin American bank, focused on improving the first three months of the customer lifecycle. The team was responsible for acquisition and account opening experiences across highly regulated, legacy systems.

The challenge: reducing friction from the remote account opening process

One of the key challenges was the remote account opening process for foreign clients. The existing flow relied on manual steps, email exchanges, and fragmented documentation, creating friction for users and operational overhead for internal teams.

Our approach

Within strict regulatory and compliance constraints, I led the redesign of this experience into a guided, end-to-end digital flow. The new solution enabled users to submit documentation remotely through a structured form with real-time validation, reducing errors and improving clarity throughout the process.

Collaboration & impact

I collaborated closely with product, engineering, and compliance stakeholders to balance user needs with operational and regulatory requirements. The redesigned flow streamlined internal operations and enabled customers to complete onboarding remotely with greater confidence and autonomy.

— Due to confidentiality agreements, specific screens and metrics are not publicly shared.