Target Audience
Target Audience
Target Audience
Multiple signatories business bankers
Multiple signatories business bankers
Multiple signatories business bankers
Team & Role
Team & Role
Team & Role
UX Strategy, UI/UX Design, Interaction Design
UX Strategy, UI/UX Design, Interaction Design
UX Strategy, UI/UX Design, Interaction Design
Timeline
Timeline
Timeline
5 months
5 months
5 months
Platform
Platform
Platform
Android
Android
Android
iOS
iOS
iOS
Web
Web
Web
OVERVIEW
OVERVIEW
OVERVIEW
Biz Hive
Biz Hive
Digitalising Onboarding and Account Mandating for Business Bankers
Digitalising Onboarding and Account Mandating for Business Bankers
Digitalising Onboarding and Account Mandating for Business Bankers
INTRODUCTION
INTRODUCTION
INTRODUCTION
BizHive helps business bankers onboard, verify identity, and operate securely in a compliance-heavy environment.
BizHive helps business bankers onboard, verify identity, and operate securely in a compliance-heavy environment.
BizHive helps business bankers onboard, verify identity, and operate securely in a compliance-heavy environment.
This case study focuses on reducing onboarding friction while maintaining trust and security
This case study focuses on reducing onboarding friction while maintaining trust and security
This case study focuses on reducing onboarding friction while maintaining trust and security
The Problem
The Problem
The Problem
Onboarding.
Mandating.
Authorisation.
Onboarding.
Mandating.
Authorisation.
48hours+ for onboarding of account signatories
48hours+ for onboarding of account signatories
Extended onboarding for multi-signatory account creates friction that results in increased user drop-off and abandoned accounts
Extended onboarding for multi-signatory account creates friction that results in increased user drop-off and abandoned accounts
Extended onboarding for multi-signatory account creates friction that results in increased user drop-off and abandoned accounts
62% rise in cost of account Mandating token
62% rise in cost of account Mandating token
62% rise in cost of account Mandating token
Tokenisation costs have increased by 62% in five years, significantly reducing its viability for account signatory onboarding
Tokenisation costs have increased by 62% in five years, significantly reducing its viability for account signatory onboarding
Tokenisation costs have increased by 62% in five years, significantly reducing its viability for account signatory onboarding
2/5 average experience rating by business bankers
2/5 average experience rating by business bankers
2/5 average experience rating by business bankers
Business bankers report low satisfaction, with most abandoning the process before providing detailed feedback
Business bankers report low satisfaction, with most abandoning the process before providing detailed feedback
Business bankers report low satisfaction, with most abandoning the process before providing detailed feedback
Design Objectives
Design Objectives
Design Objectives
Guide users clearly.
From start → verification → completion
Guide users clearly.
From start → verification → completion
Reduce onboarding friction without weakening security
Reduce onboarding friction without weakening security
Reduce onboarding friction without weakening security
Make verification steps transparent and fair
Make verification steps transparent and fair
Make verification steps transparent and fair
Reinforce trust at key decision points
Reinforce trust at key decision points
Reinforce trust at key decision points
Onboarding Flow Restructure
Onboarding Flow Restructure
Onboarding Flow Restructure
What: Clear, step-by-step onboarding with visible progress
Why: Reduces cognitive load and increases completion confidence
Clear, step-by-step onboarding with visible progress to reduces cognitive load and increases completion confidence
Clear, step-by-step onboarding with visible progress to reduces cognitive load and increases completion confidence
1
Biz Hive Fetch signatory list from SOLEX database
2
Admin selects transaction authorisers
3
Notify other signatories to confirm list
4
Other signatories onboard, confirm or decline list
Replacing Tokens with Biometric Authorization
Replacing Tokens with Biometric Authorization
Replacing Tokens with Biometric Authorization
To address the growing cost and inefficiency of token-based authorization, biometric authentication was introduced to enhance security, reduce friction, and improve user confidence during transactions.
To address the growing cost and inefficiency of token-based authorization, biometric authentication was introduced to enhance security, reduce friction, and improve user confidence during transactions.
To address the growing cost and inefficiency of token-based authorization, biometric authentication was introduced to enhance security, reduce friction, and improve user confidence during transactions.
Mini Design
updates.
Maxi
Experience
upgrade.
Mini Design
updates.
Maxi
Experience
upgrade.
Signatories can easily identify and filter transactions by status.
Signatories can easily identify and filter transactions by status.
Authorization is fully transparent. Signatories are in the loop.
Authorization is fully transparent. Signatories are in the loop.
Ouch, what went wrong?
Ouch, what went wrong?
In the controlled live test,
we almost failed
In the controlled live test,
we almost failed
During the controlled live test, our liveliness test flagged 30% of customers as “failed’.
During the controlled live test, our liveliness test flagged 30% of customers as “failed’.
A proactive review revealed that 60% failed due to visible physical changes, while the rest were affected by minor environmental factors like background distractions, lighting, or unclear images.
A proactive review revealed that 60% failed due to visible physical changes, while the rest were affected by minor environmental factors like background distractions, lighting, or unclear images.
To address this, we built a dashboard for Admins to manually review, approve, or reject failed verifications and requested affected customers to retake the test.
To address this, we built a dashboard for Admins to manually review, approve, or reject failed verifications and requested affected customers to retake the test.
CONCLUSION
CONCLUSION
Improved functional customer experience for multiple signatory accounts.
Improved functional customer experience for multiple signatory accounts.
Improved functional customer experience for multiple signatory accounts.
Overall, we successfully digitalised the onboarding and account mandating for Business Bankers resulting in over 87% time saving.
Overall, we successfully digitalised the onboarding and account mandating for Business Bankers resulting in over 87% time saving.
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Do you have a question, an idea, or a project you need my help on?
Built by me with 🥤 & 🍔
© 2025, Okei Joseph
Built by me with 🥤 & 🍔
© 2025, Okei Joseph
Do you have a question, an idea, or a project you need my help on?
Built by me with 🥤 & 🍔
© 2025, Okei Joseph