First Midwest Bank

User research + discovery + implementation

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THE PROBLEM:

First Midwest Bank wants to allow users to select and apply for products within an onboarding flow in which they also sign up to be a banking customer.

What we know:

• FMB users will enter the flow from a product description page.

• When they land on the product selection page, the product will be selected from which they clicked on the previous page.

• The user can then walk through the flow, entering personal information, setting up identity validation, applying for joint account holders, funding the account, and creating the account.

Hypothesis:

• Some users might want to apply to multiple accounts at the same time. They also might want to apply to multiple accounts of the same type.

• Knowing this, our product flow must change based on the type of accounts that are selected.

• Customer would like to use a sales tactic to encourage multiple account openings via suggesting commonly paired accounts.

CONSIDERATIONS:

SOLUTION:

• A product matrix must be built in which the system automatically recommends applying for a similar product of the one the user has selected.

• A “shopping cart” concept must be in place as to allow the user to change their selections during the onboarding process.

• After product selection, an interruption must happen in which we indicate whether the user is a current FMB customer. If so, they are able to have pre-filled information.

Product selection design exploration:

CONCLUSION: