Digital Onboarding & KYC

This case covers a digital onboarding and KYC experience for SME customers in a major bank in Qatar. It included two connected flows: tariff activation and business card account opening with issuance

The design goal was to balance regulatory compliance, business clarity, and speed, especially for company owners and representatives navigating more complex verification than retail users

For SME clients, onboarding speed directly affects how fast they can start operations, access payments and government services, and trust the bank as a working financial partner

At the same time, SME onboarding requires business and personal KYC, beneficial ownership validation, and role-authority confirmation, so the challenge was to reduce drop-off and manual review without oversimplifying the legal flow

The process included competitor analysis, journey mapping for IP and OJSC scenarios, UX testing, and iteration with legal, design system, and delivery teams

The work paid special attention to tariff choice clarity, progressive disclosure, trust cues, and follow-up interventions for users who skipped important decisions

The source frames the central UX challenge as reducing SME anxiety around compliance. Instead of making legal steps feel hostile, the flow was structured to feel manageable and explicit

Important patterns included explaining why business data is required, avoiding duplicate entry across connected flows, showing verification progress and blockers, and using consistent confirmation patterns for legal actions

After launch, the onboarding system improved both customer completion and internal operational efficiency

The final solution improved clarity, confidence, and efficiency during one of the most critical parts of the SME customer journey

It highlights practical experience with onboarding systems, compliance-heavy flow design, tariff selection logic, and regulated product UX where legal structure and user trust need to work together