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