Digital Onboarding Transformation for a Tier-1 European Bank
Client Overview
Industry: Financial Services (Top 10 EU Bank)
Size: €650 Billion AUM | 22 Million Customers
Regions Served: EU, UK, CEE
Engagement Model: Regulatory Tech + UX Design + Document AI
IBU’s Role: eKYC Automation, Fraud Prevention, Compliance Alignment (GDPR, PSD2)
The Challenge: Friction-Filled Onboarding with High Drop-Off Rates
The bank’s traditional onboarding required 7+ manual steps. Delays, paperwork, and regulatory bottlenecks led to a 38% abandonment rate in digital account creation.
Pain Points:
- Long onboarding time (up to 5 days)
- Poor mobile UX and accessibility issues
- Manual KYC leading to errors and fraud risks
- Multiple country-specific compliance overlaps
Why IBU? Where Compliance Meets Experience
IBU brought together:
- AI-powered document verification and identity checks
- Low-code platform integration for faster rollout
- Human-centric UI/UX design aligned with EU regulations
The Solution: Frictionless, Compliant, Mobile-First Onboarding
Phase 1: Experience & Workflow Redesign
- Journey mapping for 6 customer types across 4 countries
- Introduced biometric ID verification and live selfie match
- UX upgraded with accessibility-first design
Phase 2: AI + Document Intelligence
- Extracted, validated, and stored 17 document types with NLP
- Automated compliance alerts and fraud signals
- Integrated with internal AML/PEP databases
The Metrics: What We Delivered
Metric | Before IBU | After 4 Months |
Avg Onboarding Time | 5 days | 30 minutes |
Customer Drop-Off Rate | 38% | 9% |
Regulatory SLA Compliance | 84% | 99.5% |
Fraudulent Account Openings | 0.8% | 0.1% |
“We achieved 5x faster onboarding without compromising on compliance.”
