Digital Onboarding & KYC
Overview
This case describes the design of a digital onboarding and KYC experience for SME customers in a major bank in Qatar. The onboarding covered small business owners and company representatives and included two separate but interconnected flows:
SME tariff activation
Business card account opening and issuance
The solution was designed to balance regulatory compliance, business clarity, and time-to-value for SMEs.
Product type
SME Banking (B2B / B2B2G)
~9 months (discovery → production launch)
My role
Senior Product Designer
UX architecture · KYC flows · interaction design · UI · stakeholder alignment
Platforms
The design process
Competitors analysis
User journey mapping
Prototyping and tests
Iterations
Competitors
The goal was to identify best practices and common failure points (drop-offs, KYC resubmissions, unclear pricing/limits) and translate them into clear UX requirements for our onboarding—especially around role clarity, progressive disclosure, trust cues, and transparent tariff choice (Constructor vs Local/Global).
User Journey
I mapped the end-to-end SME onboarding journey for IP/TOO registration with video identification and tariff activation, focusing on compliance, drop-off risks, and clarity of tariff choice.
UX tests
I conduct in-person UX testing to observe real user behavior and validate critical flows, and I also run moderated/unmoderated sessions using tools like Fabuza to record sessions, capture insights, and document actionable findings for the product team.
Iterations
UX writing
Stakeholders review
Legal team requirements
Design system integration
Development team
KYC & Compliance Design
The KYC experience was designed to reduce SME anxiety around compliance. Key decisions:
Explain why business data is required
Avoid duplicate data entry across flows
Show verification progress and blockers
Use consistent confirmation patterns for legal actions
The goal was to make compliance feel structured and manageable, not intimidating.
Results
After launch, the SME onboarding solution delivered measurable business impact:
24%
onboarding completion rate
for SME customers
-34%
KYC-related errors
and re-submissions
-41%
manual verification workload
for operations teams
Tariff selection (Web App)
Outcome
This project demonstrates my experience in designing:
Explain why business data is required
Avoid duplicate data entry across flows
Show verification progress and blockers
Use consistent confirmation patterns for legal actions
The final solution improved clarity, confidence, and efficiency for SME customers during one of the most critical stages of their journey.
Business Card operations
I’ve had the chance to work with some truly great people across a variety of companies — it was both fun and rewarding. Hopefully one day you’ll cross paths with them, and they’ll have good things to say about what we accomplished together
