Seamless user onboarding has become a cornerstone of delivering exceptional digital banking experiences. Together with our partners Finnova and Netcetera, we at jemmic have developed an innovative proof of concept to simplify the onboarding journey for prospective customers using mobile banking apps. This collaborative effort showcases the power of integrating diverse components into a cohesive user experience while keeping the process fast, secure, and user-friendly.
The Challenge: Simplifying Onboarding in a Mobile-Only World
For many banks, onboarding a new user has traditionally been a complex, multi-step process. While robust systems ensure compliance and security, they can sometimes come at the cost of user experience—particularly for prospective customers who expect swift, hassle-free access to financial services.
Together with a set of Swiss cantonal banks who wanted to drive this topic, we designed a flow that enables self-onboarding directly within the mobile app. This process eliminates unnecessary friction, ensuring users can onboard themselves quickly without sacrificing compliance or security.
A Rethink of the Onboarding Flow
The solution we developed is more a set of re-usable components that are the building blocks of a specific mobile onboarding project than a software solution. Indeed, every bank has a different set of tools and processes that lead to different sets of banking products. This solution is designed for prospective users who are not yet customers of the bank by respecting the individuality of every bank. Traditionally, these users might require a QR code issued by the bank to enroll in the app, a method well-suited for existing customers but cumbersome for new ones. Instead, we implemented an alternative trust anchor to make the process more inclusive and flexible.
Here’s how the journey unfolds:
When a user downloads the mobile app and selects the option indicating they are not yet a customer, they are redirected to an identification flow. This step asks for some basic information, such as their name, date of birth, and—critically—contact details. Gathering contact information early in the process is deliberate; it allows the bank to follow up with the user if they abandon the flow, ensuring no potential lead is lost. Verification of this information, including email and phone number, adds a layer of security while also ensuring the bank can reach out to the prospect with confidence.
Once the contact details are verified, the user proceeds to a streamlined identity verification step. For this, we partnered with Pixel Vision, a third-party provider known for its flexibility and ease of integration. Their cooperation allowed us to implement this essential component seamlessly. Again, many banks have selected already an identification partner, and we are able to adapt.
After completing these steps, the user is directed back into the app’s activation process. Within minutes, they can have a fully activated app, complete with an initial account and pre-configured standard banking products. The entire flow takes less than 10 minutes, demonstrating how thoughtful design and integration can drastically reduce onboarding time while maintaining a secure and compliant process.
A User Experience Tailored for Success
The user experience was designed with clarity and speed in mind. By keeping the flow focused on essential steps, we minimized the risk of user drop-off, ensuring that the journey from download to activation feels effortless.
This streamlined approach not only benefits prospective customers but also aligns with the strategies of banks operating in the Finnova ecosystem. With the flexibility to adjust flows based on specific needs, banks can create tailored user journeys that reflect their unique brand and approach to regulatory requirements.
Our proof of concept goes a step further by utilizing lightweight orchestration. While the current implementation is intentionally simple, it is versatile enough to integrate with robust business process frameworks, such as Finnova’s Business Process Framework, standalone solutions like Camunda or Swisscom’s CLMS (Client Lifecycle Management System). This capability ensures that the onboarding flow can evolve alongside the bank’s operational needs, whether that involves onboarding new customers or introducing additional products to existing ones.
From Proof of Concept to Production
This proof of concept demonstrates the potential for widespread adoption within the Finnova community and beyond. Banks can use this flow as a foundation, customizing it to meet their specific compliance and operational requirements.
The approach is also future-proof, accommodating strategies that focus on mobile-first experiences while leaving room for web-based onboarding if desired. By emphasizing speed and simplicity in the initial onboarding, banks can establish an activated app as the primary touchpoint for ongoing customer engagement, enabling users to explore and add new products over time.
Let’s get this done for your bank
In a rapidly digitizing world, the ability to onboard new customers efficiently is more than a convenience—it’s a competitive advantage. Our solution ensures that banks can offer:
- A frictionless experience for prospective customers.
- Rapid activation of mobile apps, ensuring immediate usability.
- A scalable, flexible process that adapts to evolving needs.
By focusing on the customer journey and integrating cutting-edge technologies, we’ve shown how digital onboarding can be transformed from a bottleneck into a seamless, empowering experience.
If your bank is looking to create a faster, smarter, and more intuitive self-onboarding experience, we’re here to help.
Reach out to learn how jemmic, Finnova, and Netcetera can support your digital transformation. Together, we can set a new standard for user onboarding in mobile banking.
