The State Bank of Pakistan launched their BPRD Circular 04 in April mandating that all banks will now take digital biometric verification when a customer signs up to a banking app.
Designing a journey for 2 Million+ customers is already a daunting task, but when it comes to digital access things are even more tricky. How do you make sure a customer is safe but also make sure their experience is fast and seamless? How do you make a journey that's near impossible for fraudsters to exploit but easy for a genuine customer to get through? As the lead CX designer for this project these questions guided me along my way when crafting the new and improved sign up journey for the UBL Digital app.
The simple answer is clear and concise communication, and hand holding customers where things go wrong. You can't make things happen too fast, the customer feels lack of control. You can't make things too tedious, customers get frustrated. Even if it takes an extra minute, as long as they know what to do next and why something is happening, you won't have people lining up on call centers and branches with complaints.
This is just the start, there's still a long ways to go to make digital banking more accessible for all types of customers and the battle against fraud is a long and tedious one with no end in sight. But as new and improved technologies come to light this battle should get a lot more interesting. Stay tuned for more updates from this project!
P.S. for anyone wondering, yes those are my hands being scanned in the video. 😅
UBL Digital App is now #SaferThanEver!
Here are the simple steps to easily sign up for the UBL Digital App. Enjoy safe and secure digital banking by following these easy steps.
Download the UBL Digital App now!
#UBL #SaferThanEver #DigitalBanking #BestInDigitalInnovation #BestDigitalBank2022
𝑵𝒐𝒕𝒆: 𝑫𝒐 𝒏𝒐𝒕 𝒔𝒉𝒂𝒓𝒆 𝒚𝒐𝒖𝒓 𝑼𝒔𝒆𝒓𝒏𝒂𝒎𝒆, 𝑷𝒂𝒔𝒔𝒘𝒐𝒓𝒅, 𝑶𝑻𝑷 𝒐𝒓 𝑫𝒆𝒃𝒊𝒕/𝑪𝒓𝒆𝒅𝒊𝒕 𝑪𝒂𝒓𝒅 𝑷𝑰𝑵 𝒘𝒊𝒕𝒉 𝒂𝒏𝒚𝒐𝒏𝒆. 𝑻𝒐 𝒆𝒏𝒔𝒖𝒓𝒆 𝒚𝒐𝒖𝒓 𝒔𝒂𝒇𝒆𝒕𝒚 𝒂𝒏𝒅 𝒄𝒐𝒏𝒗𝒆𝒏𝒊𝒆𝒏𝒄𝒆, 𝑼𝑩𝑳 𝒓𝒆𝒑𝒓𝒆𝒔𝒆𝒏𝒕𝒂𝒕𝒊𝒗𝒆𝒔 𝒘𝒊𝒍𝒍 𝒏𝒐𝒘 𝒄𝒂𝒍𝒍 𝒚𝒐𝒖 𝒐𝒏𝒍𝒚 𝒇𝒓𝒐𝒎 18257 𝒐𝒓 18258. 𝑷𝒍𝒆𝒂𝒔𝒆 𝒃𝒆 𝒂𝒘𝒂𝒓𝒆 𝒕𝒉𝒂𝒕 𝒂 𝑼𝑩𝑳 𝒓𝒆𝒑𝒓𝒆𝒔𝒆𝒏𝒕𝒂𝒕𝒊𝒗𝒆 𝒏𝒆𝒗𝒆𝒓 𝒄𝒂𝒍𝒍𝒔 𝒚𝒐𝒖 𝒇𝒓𝒐𝒎 111-825-888, 𝒏𝒐𝒓 𝒘𝒐𝒖𝒍𝒅 𝒐𝒖𝒓 𝑩𝒂𝒏𝒌 𝒓𝒆𝒑𝒓𝒆𝒔𝒆𝒏𝒕𝒂𝒕𝒊𝒗𝒆 𝒂𝒔𝒌 𝒇𝒐𝒓 𝒚𝒐𝒖𝒓 𝒑𝒆𝒓𝒔𝒐𝒏𝒂𝒍 𝒊𝒏𝒇𝒐𝒓𝒎𝒂𝒕𝒊𝒐𝒏 𝒗𝒊𝒂 𝑪𝒂𝒍𝒍, 𝑺𝑴𝑺, 𝑬𝒎𝒂𝒊𝒍 𝒐𝒓 𝑾𝒉𝒂𝒕𝒔𝑨𝒑𝒑.
Awesome product