Digitising United Bank Limited’s Customer Information File (CIF) Process

My Role:

Working as the primary CX Designer, from research to designing journeys

Category:

Year:

FINTECH

2023

Project Overview

Customer Information File (CIF) is an electronic record of a customer’s details which includes information such as their mobile number, email address, mailing address, and National Identity Card (CNIC). CIF Amendment process is the updation of these details. Based on both field and desk research as well as interviews, we recognised the pain points and realised that the current process is time-consuming for both the bank and its customers.

Methodology

How might we provide the customer with a secure self serve channel that is operationally optimised to carry out CIF Amendments?

Problem statement

After in depth field research, observing customer behaviour, backend research, desk research, and interviews, initial in-app feature flows and backend flows were proposed to stakeholders during brainstorming workshops. The journeys were amended according to stakeholder needs and final flows were presented during playbacks.

Forecasted Impact

The transition to an in-app and optimised solution promises significant time savings for the customers and lower costs for the bank.

Design Process

Solutions

In- App CIF Amendment Process

Eliminating paper in branches and introducing CIF amendment in existing Tablets at branches

Service Blueprint + Persona

Final Journeys

Check out more works.

Check out more works.

BAHL Scalable Design System

Bank Al Habib App Redesign