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Nedbank - Private Banking

Turning a fragmented onboarding into a premium journey

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problem

There was no self-service journey for Nedbank's Professional Banking product. Prospective clients had to complete a paper form, wait for a sales consultant to contact them, and navigate the rest of the process over phone and email. Not only was this slow and operationally expensive - it fundamentally undermined the prestige and convenience that Professional Banking is supposed to represent. Sales consultants were also using very dated systems to onboard clients, which was causing leakage.

problem

There was no self-service journey for Nedbank's Professional Banking product. Prospective clients had to complete a paper form, wait for a sales consultant to contact them, and navigate the rest of the process over phone and email. Not only was this slow and operationally expensive - it fundamentally undermined the prestige and convenience that Professional Banking is supposed to represent. Sales consultants were also using very dated systems to onboard clients, which was causing leakage.

solution

A fully self-service digital onboarding journey that allowed clients to apply for, configure, and completely onboard onto a Professional Banking product without any human intervention - including intelligent upsell of credit cards and overdraft facilities within the same flow. The experience was designed to feel as premium as the product itself. This journey was also adapted for in branch sales consultants, which significantly improved service efficiency in branches.

The challenge was to redesign the digital onboarding experience for Nedbank’s Professional Banking offering — transforming a traditionally complex, fragmented process into a seamless, intuitive journey across both self-service and assisted channels.

The goal was not just simplification, but to create an experience that reflected the premium nature of the product while improving conversion, efficiency, and user confidence.

The result was a streamlined onboarding flow that reduced friction, improved clarity, and aligned the digital experience with the expectations of a high-value customer segment.

year

2018

timeframe

1 Year

tools

Figma, Maze

category

UI/UX

approach

The goal was to transform a traditionally complex onboarding process into a seamless, guided experience that aligned with the expectations of a premium banking product.

Three key principles guided the solution:

Simplify the journey → Reduce unnecessary steps, inputs, and decision points to minimise friction and cognitive load

Guide with clarity → Provide clear structure, progress indicators, and contextual support to help users move forward with confidence

Balance digital and assisted flows → Ensure consistency across self-service and branch-assisted experiences, allowing users to transition seamlessly between channels

UI & experience

The experience was designed to feel structured, intuitive, and premium — reinforcing the positioning of Professional Banking while improving usability.

A step-based flow with clear progression helped users understand where they were in the process and what was required next. Content was simplified and broken into manageable sections, reducing overwhelm and improving completion rates.

Visual design leaned on clean layouts, strong hierarchy, and considered use of whitespace to create a calm, focused experience. Supporting elements such as inline validation, helpful messaging, and clear calls to action ensured users could complete the process with minimal friction.

pilot launch

The redesigned onboarding experience was introduced across both digital and assisted channels, supporting a more seamless and consistent application process for Professional Banking clients.

The rollout was aligned with broader product and operational readiness, ensuring that both self-service users and branch staff could adopt the new experience effectively.

User feedback and performance insights were monitored post-launch to identify opportunities for further optimisation, particularly around drop-off points and areas of friction within the journey.

This iterative approach ensured the experience continued to improve while supporting business goals around conversion and client satisfaction.

learnings

Simplicity is critical when introducing complex financial products

  • Trust signals (feedback, clarity, status) significantly impact user confidence

  • Close collaboration between product, UX, and engineering is key to delivering seamless payment experiences

approach

The goal was to transform a traditionally complex onboarding process into a seamless, guided experience that aligned with the expectations of a premium banking product.

Three key principles guided the solution:

Simplify the journey → Reduce unnecessary steps, inputs, and decision points to minimise friction and cognitive load

Guide with clarity → Provide clear structure, progress indicators, and contextual support to help users move forward with confidence

Balance digital and assisted flows → Ensure consistency across self-service and branch-assisted experiences, allowing users to transition seamlessly between channels

UI & experience

The experience was designed to feel structured, intuitive, and premium — reinforcing the positioning of Professional Banking while improving usability.

A step-based flow with clear progression helped users understand where they were in the process and what was required next. Content was simplified and broken into manageable sections, reducing overwhelm and improving completion rates.

Visual design leaned on clean layouts, strong hierarchy, and considered use of whitespace to create a calm, focused experience. Supporting elements such as inline validation, helpful messaging, and clear calls to action ensured users could complete the process with minimal friction.

Launch

The redesigned onboarding experience was introduced across both digital and assisted channels, supporting a more seamless and consistent application process for Professional Banking clients.

The rollout was aligned with broader product and operational readiness, ensuring that both self-service users and branch staff could adopt the new experience effectively.

User feedback and performance insights were monitored post-launch to identify opportunities for further optimisation, particularly around drop-off points and areas of friction within the journey.

This iterative approach ensured the experience continued to improve while supporting business goals around conversion and client satisfaction.

learnings

Simplifying onboarding is as much about perception as it is about reducing steps

Clear structure and guidance significantly improve user confidence and completion

Designing for premium experiences requires both usability and emotional consideration

Consistency across channels is critical in hybrid digital/assisted journeys

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Seamlessly apply for Private Banking products online

see also

UI/UX

Supercoin

UI/UX

Absa CIB- International Payments

UI/UX

RMB - Investment Banking

.say hello

I’m currently open to permanent opportunities, and also available for select freelance projects. Feel free to reach out via email to explore how we can collaborate.

contact me

.say hello

I’m currently open to permanent opportunities, and also available for select freelance projects. Feel free to reach out via email to explore how we can collaborate.

contact me

Dylan Pereira

projects

about

contact

Dylan Pereira

projects

about

contact