Problem & Goal
During COVID-19, Rogers Bank faced a critical challenge: higher-risk credit card applicants were required to present physical identification at retail locations to advance their applications. With retail stores closed due to pandemic restrictions, the bank needed an alternative solution to ensure these applications could proceed without compromising security or compliance. The goal was to create a seamless digital workflow that enabled applicants to verify their identity remotely while maintaining a user-friendly experience.
Solution & Process
- Designing the Workflow
- Developed an end-to-end digital eKYC process that began with automated email outreach to affected applicants.
- Designed a clear, user-friendly site that applicants could access from their mobile devices, guiding them through the ID submission process step by step.
- Mobile-Friendly ID Verification
- Ensured the site was optimized for mobile use, allowing applicants to easily take and upload pictures of their government-issued ID.
- Integrated a 3rd-party ID verification API to validate submissions securely and efficiently, ensuring compliance with regulatory requirements.
- Infrastructure Built for Scalability
- Built the eKYC platform on AWS, leveraging its scalability and reliability to handle the volume of applications without interruption.
- Designed the system to seamlessly integrate with Rogers Bank's existing workflows, minimizing disruption to back-end processes.
The Results
- New Digital Channel: Delivered a fully operational eKYC process that allowed Rogers Bank to approve applications during retail closures, ensuring business continuity during the pandemic.
- Improved Applicant Experience: Provided a convenient, digital-first solution for customers, enhancing the application process with minimal friction.
- Operational Scalability: Established a scalable platform that could continue to serve as a digital identity verification tool post-pandemic, paving the way for broader adoption of remote banking workflows.
Core Strengths Highlighted in This Case Study:
- Strategic Problem-Solving: Designed a digital-first solution to address an urgent and unforeseen challenge.
- User-Centered Design: Focused on creating a simple, intuitive workflow that minimized customer effort.
- Technology Integration: Seamlessly connected a 3rd-party ID verification API into Rogers Bank’s systems.
- Scalable Development Expertise: Leveraged AWS to build a platform capable of handling high demand and future expansion.
