Simplifying Online Banking for Newcomers in Canada
2025
Problem Statement
Newcomers to Canada who try to sign up for online banking often encounter confusion, which increases the likelihood of abandoned applications or the need for in-person assistance.
Research Methods used
Competitive Analysis, User Interviews
Role
UX Researcher, UI Designer
Tools
Team
Individual
Timeline
September 2025 - October 2025
PROJECT OVERVIEW
Initial Research - How was this problem discovered?
I began by exploring the online banking sign-up experience for newcomers in Canada through secondary research, online reviews, and informal conversations with recent immigrants.
Across these sources, a consistent pattern emerged: users found the process confusing and time-consuming, unsure about banking terminology, required documents, and what steps to complete first.
These findings revealed that existing online banking systems assume prior knowledge of Canadian banking, making the experience challenging for first-time users.
Based on the initial User Issues, I framed my research question and hypothesis statement.
Initial Research Question
“How can guided onboarding improve newcomers’ confidence and understanding when signing up for online banking in Canada?”
Hypothesis Statement
If we create a guided, educational onboarding experience, then newcomers will feel confident, informed, and able to complete online banking sign-up without confusion.
Project Goals
🎯 Help users feel confident and informed throughout the process.
🎯 Encourage successful account setup and reduce drop-offs for the business.
🎯 Enhance trust by providing a supportive experience for newcomers.
RESEARCH
Competitive Analysis - Reviewing Onboarding Flows
To avoid designing in isolation, I reviewed onboarding flows from three major Canadian banks: RBC, TD, and CIBC.
Rather than conducting deep audits for each, I focused on identifying shared patterns and gaps related to terminology clarity, guidance, and onboarding friction.
*To be noted:
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RBC was analyzed in-depth as the primary benchmark.
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Other banks were reviewed to validate patterns and avoid single-product bias.
⚠️ Unfamiliar terminology and poor real-world alignment
Key banking terms are mentioned without any explanation, creating confusion for users unfamiliar with Canadian banking systems.
⚠️ Unclear onboarding Expectations
Users are not told what information or documents they’ll need upfront, which leads to interruptions and hesitation during sign-up.
⚠️ Low emotional reassurance
The experience lacks emotional support, making first-time users feel rushed and unsupported during an unfamiliar financial process.
⚠️ Extra guidance during critical steps
In-line support and instructions are limited during high-stakes moments such as verification and account setup, leaving users unsure whether they are completing tasks correctly.
⚠️ Assumes ideal conditions
The flow assumes perfect ID capture, stable connectivity, and immediate document access, without providing clear save-and-resume reassurance.
Key Issues discovered
⚠️ Lack of progress visibility
Users are not shown how many steps remain or how long onboarding will take, making the process feel longer and more uncertain than expected.
To validate these issues further, I conducted User Interviews to uncover first-hand experiences.
What users said
💡 Users want reassurance, not just instructions
Participants described a need for confirmation that they were “on the right track". Clear guidance alone wasn’t enough; users wanted reassurance that their actions were correct and secure.
💡 Unfamiliar terminology creates hesitation early in the flow
Users often paused or second-guessed themselves when encountering banking terms they didn’t fully understand. This hesitation sometimes led to seeking external help rather than continuing in-app.
💡 Progress visibility directly affects motivation to continue
When users couldn’t tell how long onboarding would take or how many steps remained, they reported feeling impatient or overwhelmed.
💡 Errors feel costly and intimidating in financial contexts
Participants described mistakes during onboarding as stressful, particularly when entering sensitive information. Fear of “messing something up” increased anxiety and reduced confidence in proceeding.
USER PERSONA
To ground these insights in a real user, I inserted the interview findings into a persona that represents the shared needs, frustrations, and emotions of international students navigating Canadian banking for the first time.
EARLY UI CONCEPTS
With Ananya’s goals, frustrations, and needs in mind, I explored early UI concepts aimed at reducing anxiety, simplifying terminology, and guiding users step by step through the online banking sign-up process.
FINAL PROTOTYPE
The final prototype stemmed from usability testing the early concepts, and iterating from there on.
Guiding Users Step by Step (Progress Indicator)
Solving the problem: Many first-time users felt overwhelmed during onboarding. By adding a “Step 1 of 5” progress indicator, this screen directly addresses that uncertainty. It breaks the onboarding into clear, manageable steps.
Introducing Banking Terms in a Friendly Way (Quick Info Sheet)
Solving the problem: Newcomers struggle with banking terminology. This set of screens gradually introduces key concepts. By interacting with these cards, users can learn definitions at their own pace and always come back to them when needed.
Preparing Users Before They Begin (Guided Onboarding + Documents Checklist)
Solving the problem: Many first-time users get frustrated when they start onboarding, only to realize they don’t have the necessary documents ready. This document checklist screen solves that problem by clearly showing all required items upfront.
REFLECTION
Working on this project made me realize that the biggest challenges for newcomers weren’t technical, but emotional.
Users weren’t just unfamiliar with banking terms; they were anxious about making mistakes and unsure of what to expect. This pushed me to focus on creating an onboarding experience that doesn’t just guide users through steps, but also reassures and educates them along the way.
Every design choice, from the progress indicator to the educational cards and document checklist, was informed by these insights to make the process feel clearer and more manageable.
NEXT STEPS
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User Testing: Conduct usability tests with a broader group of newcomers to validate the design choices made.
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Measure Success Metrics: Track completion rates, task success, and user confidence scores to quantify improvements.
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Iterate & Expand: Explore additional features to further reduce anxiety for first-time users.
