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.
The Problem
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
The Solution
1: AI-Powered KYC & KYB: Accelerating Trust & Verification
Reducing Fraud While Enhancing UX
Automating Identity Verification for Faster Approvals
2: Optimizing UX for Simplicity and User Confidence
3: Simplifying UX with a Value-Focused Right Pane
Building trust and highlighting unique value propositions
Simplifying complex business concepts to keep users supported and focused
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.
