Account Opening Experience - BMO InvestorLine
Mobile & Desktop Investment account opening experience. End-to-end multi-channel journey. Using a multi-day Human Centred Design approach to involve clients, technology partners and other stakeholders in the shaping of the final experience. From this we developed journey maps, process diagrams and wireframes. The legacy account opening experience for InvestorLine has been in use for many many years. One of the largest obstacles for my team to improve the existing process, was that while the account is a digital-only account, clients were forced to physically bring in a paper application to the branches in order to complete the process. Hardly an ideal experience for a digital product. The updated application allows clients and accounts that meet certain criteria to open an account end-to-end without stepping foot in a bank. In time this process will be available for all clients and accounts. A great improvement in client experience.