Prism Bank KYC Process

Overview

Prism Bank* is one of the leading banks in Saudi Arabia, offering retail, corporate, and investment banking services. With a strong focus on digital transformation, it serves millions of customers and supports the country’s economic growth.

*The name has been changed for confidentiality purposes.

Challenge

The bank’s KYC process for new clients was lengthy and mostly offline, requiring users to print and fill out forms by hand before visiting a branch. With no way to track applications in real time, the process led to high abandonment and frequent support requests. To align with the bank’s digital transformation goals, the decision was made to move KYC fully online and redesign it for a more user-friendly experience.

Process

It was decided to begin with a UX audit to identify opportunities for improvement in the KYC process. A customer journey map exposed how long and stressful the experience was, clearly showing where users were most likely to drop out.

Solution

The KYC process was redesigned in two iterations: the first prototype showed clear improvements, and usability testing with nine users helped refine it further. The final version simplifies steps, explains sensitive data requests, reduces errors with automation, and introduces status tracking alongside a CX strategy to boost satisfaction.

Impact

As a result of the KYC flow redesign, several key UX metrics have improved, directly enhancing user satisfaction and supporting overall business success.