Professional Work
Implementing new KYC technology in a global bank’s onboarding journey
Designing a global design standard for diverse user groups and business requirements
Year
2023
Duration
9 months
Sector
Finance
Company / Department
ING Global
Role
External in-house UX designer, contracted through Cognizant
Consuming Countries
ING Spain, Belgium, Germany, with consideration for future adoption in additional markets.
Responsibilities
Market analysis, consumer inquiry, technology analysis, stakeholder management, design library, prototyping
Goal
The goal was to design a digital identification and verification solution that captures an image of users’ ID documents, scan the NFC chip embedded in their ID, and take a selfie for facial verification. This solution minimizes fraud risk and is used for both new customer onboarding and app setup on a new device for existing customers. The challenge was to create a seamless experience across web, iOS, and Android platforms.
Context
As part of ING’s global team, I contributed to solutions that are distributed to multiple countries and entities (referred to as "consumers or consuming countries" within ING). I led this project in close collaboration with a product owner and engineers at ING Global, product owners, designers, ux researchers, and compliance team in consuming countries including Belgium, Germany, and Spain.
Figure: Stakeholder relations diagram
Outcome
Using ING’s design system, I developed a flexible and scalable modular system that integrates three core features: document capture, NFC scanning, and facial verification. These modules were designed for seamless integration, allowing diverse consumers to customize and embed them into any journey requiring verification, from opening an account to setting up the app on a new device and beyond. The verification process operates consistently across web, iOS, and Android platforms, ensuring accessibility on desktops, smartphones, tablets, and other devices. Emphasis was placed on clear instructions and frictionless navigation to boost completion rates and reduce drop-offs.
Figure: Screens from an onboarding flow
Process
01 Discover
Conducted market research
Analyzed relevant technologies
Gathered business requirements
Compared existing verification flows
02 Define
Consolidated key requirements
Defined design principles
Mapped user flows
03 Build
Created wireframes
Designed interfaces
Developed a modular “flow” library
04 Evaluate
Conducted demos
Gathered consumer feedback and iterated
Challenge and Approach
Crafting a cohesive user experience
The verification flow needed to be integrated into multiple onboarding journeys, with each consumer adopting it differently. This variation made it difficult to define a universal user journey.
Challenge
Mapped all possible user scenarios and studied existing consumer flows. Designed the system modularly, ensuring each step functioned both individually and within larger workflows, regardless of integration differences.
Approach
Addressing conflicting local requirements without a unified baseline
Challenge
Despite a shared design system, each country translated instructions differently. The user profile and legal requirements also differed, leading to conflicting UX requirements.
Approach
Analyzed UI-level discrepancies across regions and established customization guidelines. Developed core design principles to clarify which aspects could be adapted and which needed standardization, ensuring consistency while accommodating local needs.
Using design concepts to uncover unspoken requirements
Challenge
Consumers often approached the design team with preconceived solutions, rather than addressing underlying user needs, which could limit design flexibility.
Approach
Introduced multiple design concepts, explaining the strategies each one used to solve key problems. Facilitated discussions that helped the team uncover legal and business constraints, which were later incorporated into the final design.
Drop me a line at yeonjujuliejeon at gmail dot com
Currently based in the Washington D.C. Area