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nathaniel

felix

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nathaniel

felix

work

about

contact

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nathaniel felix

work

about

contact

Case study

EQ Bank

Innovating Onboarding: Privacy, Trust & Growth

Platform

Mobile, Web

Role

Senior UX/Service Designer

Tools

Figma

Timeline

2023-2024

Case study

EQ Bank

Innovating Onboarding: Privacy, Trust & Growth

Platform

Mobile, Web

Role

Senior UX/Service Designer

Tools

Figma

Timeline

2023-2024

Case study

EQ Bank

Innovating Onboarding: Privacy, Trust & Growth

Platform

Mobile, Web

Role

Senior UX/Service Designer

Tools

Figma

Timeline

2023-2024

Company

EQ Bank is Canada’s largest challenger bank, serving 640,000 users with $74 billion in assets. As Senior UX/Service Designer, I led the end-to-end product design for EQ Bank’s Business Banking platform, introducing AI-powered automation, mobile-first UX, and privacy-focused design to redefine Canadian banking. This initiative improved user trust, compliance, and business growth while streamlining onboarding.

Project Overview

I leveraged AI-driven automation and a mobile-first approach to revolutionize business banking onboarding. The existing Personal Banking flow was not scalable for business users due to complex KYC/KYB requirements, manual verification delays, and user friction.

The challenge was to build trust, enhance efficiency, and simplify onboarding while ensuring compliance with stringent financial regulations and privacy standards.

Problem

Problem

Solution

Solution

Results

Results

The Problem

High friction in personal banking onboarding (low completion rates)

High friction in personal banking onboarding (low completion rates)

Trust barriers despite being a leading digital bank

Trust barriers despite being a leading digital bank

Business banking setup was complex, deterring small businesses

Business banking setup was complex, deterring small businesses

Demographic

  • Designed for SMBs (10 or fewer employees) navigating business banking for the first time

  • Tailored onboarding flows for sole proprietors & corporations, ensuring compliance

Research

  • Benchmarked 30+ global business banking flows to inform strategy

  • Benchmarked 30+ global business banking flows to inform strategy

  • Led UX research (interviews, surveys, usability tests) to uncover pain points

  • Led UX research (interviews, surveys, usability tests) to uncover pain points

The Solution

1: AI-Powered KYC & KYB: Accelerating Trust & Verification

Reducing Fraud While Enhancing UX

By leveraging AI for identity validation, we accelerated approvals while maintaining regulatory compliance. AI flagged inconsistencies instantly, reducing fraud risk while keeping the process frictionless for legitimate users.

By leveraging AI for identity validation, we accelerated approvals while maintaining regulatory compliance. AI flagged inconsistencies instantly, reducing fraud risk while keeping the process frictionless for legitimate users.

Automating Identity Verification for Faster Approvals

We integrated AI-driven Know Your Customer (KYC) and Know Your Business (KYB) verification, drastically reducing manual review times. Instead of traditional document uploads requiring days of processing, AI-powered automation cross-checked business registration, tax IDs, and personal identification in real time.

We integrated AI-driven Know Your Customer (KYC) and Know Your Business (KYB) verification, drastically reducing manual review times. Instead of traditional document uploads requiring days of processing, AI-powered automation cross-checked business registration, tax IDs, and personal identification in real time.

2: Optimizing UX for Simplicity and User Confidence

Built trust with social proof & value-driven messaging

Built trust with social proof & value-driven messaging

Optimized UI for clarity with large, accessible design patterns

Optimized UI for clarity with large, accessible design patterns

Streamlined verification (2-step auth) to boost conversion

Streamlined verification (2-step auth) to boost conversion

Applied cognitive UX principles—reducing errors & friction

Applied cognitive UX principles—reducing errors & friction

Filter search inputs to reduce user cognitive load and prevent errors

Filter search inputs to reduce user cognitive load and prevent errors

Replaced dropdowns with chips for faster selection

Replaced dropdowns with chips for faster selection

3: Simplifying UX with a Value-Focused Right Pane

Building trust and highlighting unique value propositions

Building trust with social proof

Building trust with social proof

Reinforcing positive benefits

Reinforcing positive benefits

Highlighting key differentiators

Highlighting key differentiators

Simplifying complex business concepts to keep users supported and focused

Clarifying key business terms

Clarifying key business terms

Ensuring SIN safety and trust

Ensuring SIN safety and trust

Simplifying terms to reduce confusion

Simplifying terms to reduce confusion

4: Crafting a Smooth and Intuitive Mobile Experience

The Results

99%

Reduced onboarding time by 99%, from the Canadian industry standard of 7 days to 10 minutes.

38%

Contributed to a 38% YoY customer growth, driving $8.3 billion in deposits.

24%

Reduced manual review workload by 24%, allowing operations teams to focus on edge cases.

Before

Before

After

After

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Join The Next Cohort

Designing AI for Mobile in 2025

Learn to design AI-powered mobile experiences that are intuitive, ethical, and user-friendly. Prepare for the next-generation of AI user flows.

6 Week Live Sessions: Hands-on, practical training.

Real-World Case Studies: Build Al-driven designs.

Personalized Feedback: Direct coaching & support.

Join 30+ Designers Already Enrolled

Next Cohort: July 2025

AI Agents • Generative UI • Predictive UX • Multi-Modal Interactions • Adaptive Personalization • MCPs • dLLMss • Multi-Agent Collaboration

Join The Next Cohort

Designing AI for Mobile in 2025

Learn to design AI-powered mobile experiences that are intuitive, ethical, and user-friendly. Prepare for the next-generation of AI user flows.

6 Week Live Sessions: Hands-on, practical training.

Real-World Case Studies: Build Al-driven designs.

Personalized Feedback: Direct coaching & support.

Join 30+ Designers

Next Cohort: July 2025

AI Agents • Generative UI • Predictive UX • Multi-Modal Interactions • Adaptive Personalization • MCPs • dLLMss • Multi-Agent Collaboration