Online enrollment

I led the redesign of our online enrollment experience for our mobile banking app. The previous flow relied on an in-app web view that felt outdated and was not optimized for a native mobile experience. Users frequently abandoned the process because they were unsure where to locate their account number, leading to support calls and branch visits.

1. Discovery

Background

Redesign and optimize the online enrollment flow to modernize the experience and increase completion rates.

Our online enrollment flow was outdated and frustrating for users. Built as an in-app web view, it wasn’t optimized for mobile, felt clunky, and often left users confused. Many users abandoned the process because they didn’t know where to find their account number, leading to support calls or branch visits. We needed a modern, seamless experience that reduced friction and aligned with the rest of our app.

Challenges:

In-app web view caused friction and confusion.

Users struggled to find account info, increasing drop-offs.

Flow was out of sync with modern design and accessibility standards.

Current state screens:

Approach

As the lead designer, I reimagined the enrollment flow from start to finish, leaning on our design language to align with the app’s broader modernization. I collaborated closely with product and development teams to deliver a solution that was both user-friendly and easy to implement using native components.

Goals:

Native-first design

Leveraged native mobile components for accessibility, consistency, and smoother developer implementation.

Guided user experience

Added clear prompts and visual cues to help users locate their account numbers without leaving the flow.

Reduced friction

Simplified steps and improved interactions to encourage completion and minimize drop-offs.

Modernized interface

Updated the design to align with the app’s refreshed visual system and ongoing modernization efforts.

2. Future state designs

3. Outcome & Impact

Clear account creation guidance

Surfaced new username and password requirements, making it easier for users to understand and meet criteria, reducing frustration and errors during enrollment.

Native components for accessibility

Leveraged native mobile components to ensure accessibility, consistency, and smoother developer implementation across the app.

Successful self-service

Added checks and balances to guide users through the flow, improving completion rates and reducing reliance on support calls or branch visits.

Seamless Modern Experience

The redesign aligned with our app’s broader modernization efforts, providing a consistent, intuitive, and visually updated enrollment process.

Another one? You got it!

Debit card management

Led the end-to-end redesign of debit card management, supporting the transition of 400K+ cards from Visa to Mastercard with a streamlined, user-friendly experience.

Account activity

Delivered clearer insights, easier control, and faster, more intuitive management of investment activity.

IRA account opening

Simplified a complex onboarding flow to cut completion time nearly in half and boost user confidence with clearer guidance and streamlined decisions.

Checking account

Transformed the checking account experience using A/B testing and behavioral insights to guide data-driven decisions.

Designed and built by: Meghan Sousa

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