National Digital Banking Ecosystem

Orchestrating digital identity, product fulfillment, and B2B workflows across a unified national platform.
Based on the BankID platform. Visuals are reimagined to comply with NDA
Project highlights
Role
Lead Product Designer. Led the product from early architecture to national rollout over 2.5 years. Owned the ecosystem design and coordinated work across product and engineering teams from MVP to large-scale deployment.
Core challenge
Digitizing the entire banking loop (Application → Negotiation → Digital Signature) while simplifying complex tech for mass users.
Key fix
Developed a Modular Template System that standardized diverse product workflows (loans, cards) into reusable patterns, eliminating the need for unique one-off screens.
Constraint
Delivered a country-wide platform with a lean squad (1-3 designers), necessitating strict prioritization and reusable logic.
Context
From bureaucracy to ecosystem
Accessing financial services traditionally required physical presence, creating a barrier for millions of citizens—especially those in remote areas or with mobility limitations. This project was part of a initiative to solve this problem at scale by creating a secure digital backbone available to everyone.

To achieve this, we had to address five structural challenges:
Complexity: Digitizing the entire banking loop: Application → Negotiation → Document Exchange → Signature.

Regulatory pressure: The system had to comply with strict KYC/AML laws and integrate securely with National ID databases, leaving zero room for logic errors.

Scalability: Financial products (loans, cards) vary wildly in attributes and process steps. We needed a product-agnostic UI framework capable of handling these variations dynamically, without requiring custom designs for every state.
Trust barrier: Users were skeptical of digital signatures. The flow had to be transparent and accessible to everyone.

Resource constraints: We operated as a lean product squad without external research support. This required us to build a self-scaling design system to manage the workload.
My role
I joined as the Founding Designer, driving the product from a concept MVP to a national-scale platform. Over 2.5 years, I expanded my role from executing UX/UI to leading a design squad.

My responsibility covered the end-to-end design for three distinct environments:

  1. Consumer experience: Omni-channel flows (Web & Mobile) for mass users.
  2. B2B access model: Complex permission systems for corporate clients.
  3. Operator interface: High-efficiency internal tools for bank employees.
Approach
Phase 1: User-centric architecture (Personas)
Goal: Ensure the system works for diverse demographics.

I defined three key personas that defined the key functional requirements for the system:
  • Javid (Early adopter):
    Values speed → Designed "Scan-to-Apply" (QR) flows to bypass forms.
  • Saida (Accessibility-constrained):
    Needs clarity → Simplified Video-ID with large cues, ensuring non-tech-savvy users could pass liveness checks.
  • Sahib (Business owner):
    Needs control → Built a Granular B2B System for role delegation.
Phase 2: The "Modular" flow & omni-channel logic
Goal: Create a flexible system for any banking product on any device.

Instead of designing unique screens for every bank, I created a Dynamic Template System:

  • Unified experience: Whether on Web or Mobile, the user sees a consistent interface for "Action Required," "Counter-Offer," or "Document Review."
  • Digital document folder: I positioned the platform as a secure storage for certified digital documents (IDs, Licenses). Users could access and share these assets from any device.
  • Reusable credential: To reduce friction, the biometric verification created a temporary "verified status," allowing users to apply to multiple banks without repeating the scan.
A product-agnostic layout system that adapts to complex financial attributes (loans, cards) while maintaining strict consistency between Web and Mobile workflows.
Phase 3: B2B logic & access control
  • Goal: Solve the "Shared password" problem for businesses.
  • Corporate banking often involves unsafe practices (sharing CEO login). I designed a transparent Delegation Model:
    • Granting access: A Director can grant specific rights (e.g., to an Accountant) to manage applications.
    • Ownership transfer: The system supports full account handover (e.g., changing Directors).
    • Auditability: Every action is tied to a specific user's digital signature, ensuring clear accountability even within a shared corporate workspace.
Phase 4: The Operator Workspace (BankAPP)
Goal: High-volume processing with zero context loss.

I designed the "BankAPP" interface for operators processing these requests.

Decision: A Dynamic Split-Layout that adapts to the operator's focus:

  • List view: Clearly separates "My Active Tickets" from the "General Queue."
  • Work view: When an operator opens a ticket, the screen splits: Zone A locks the Context (Client Data/History), while Zone B adapts to the current task (e.g., Verifying a Document).
  • Impact: This ensured operators always had full context without being overwhelmed by irrelevant data.
High-density split interface designed for rapid processing. It locks client context on one side while keeping action fields dynamic, reducing cognitive load during verification.
Impact
Building a national standard
  • Ecosystem scale
    The platform scaled to serve millions of users, becoming the standard for remote financial services.
  • B2B versatility
    The delegation model solved a critical security gap for business users, enabling safe remote corporate banking.
  • Operational efficiency
    The "Modular Template" approach drastically reduced the time-to-market for integrating new banking products—from weeks to days and minimized manual processing errors by digitizing the entire verification chain.
Spark
  • Retrospective: The context switch
    Looking back, the separation between the Marketplace (Discovery) and the Core Platform (Identity/Signing) created friction.
    If I were to redesign this today, I would integrate the Marketplace directly into the App. Keeping the user in a single ecosystem—from choosing a loan to signing the contract—would significantly reduce drop-offs caused by platform switching.

    This concept illustrates a possible direction aimed at reducing friction between discovery and decision-making. It represents a quick exploration rather than a final product vision.
More projects
Back to main page
This site was made on Tilda — a website builder that helps to create a website without any code
Create a website
How to remove this block? About platform Submit a complaint