CAPITEC
Remote Onboarding CX Audit
Opening a new bank account should be one of the most straightforward experiences a client has with their bank.
As a first project at Capitec, a full end-to-end experience review of the Global One Account opening journey was conducted — personally going through the process as both a new and returning client across the app and branch — to identify where the experience was working well and where it was creating unnecessary friction, confusion, or risk of drop-off.
How might we make the remote account opening journey for new-to-bank clients and new app users more seamless and frictionless — eliminating drop-off points and ensuring every client can confidently complete the process from download to an active account?
DESIGN CHALLENGE
PROJECT OBJECTIVES
CX OBJECTIVES
To conduct a comprehensive audit and evaluation of the current account opening journey for the Global One Account, specifically targeting new-to-bank clients and new app users — identifying friction points, bugs, and communication gaps — and to produce prioritised, actionable recommendations that make the experience more seamless, frictionless, and free of unnecessary drop-off points.
PROJECT SUMMARY
ROLE: PRODUCT CX SPECIALIST
PROJECT DATE: 2024
CLIENT: CAPITEC
PROJECT STATUS: COMPLETE
The audit covered every touchpoint across the account opening journey from downloading the Capitec app through to card collection — an end-to-end flow spanning pre-app, in-app, and post-app stages. Two personas were used to conduct the review: a digitally savvy returning client re-activating an existing account with card delivery to home address, and a digitally savvy new-to-bank client opening their first ever Capitec account with card collection at branch. Findings were structured using a RAG-rated pain points framework and consolidated into a three-part action tracker to drive fixes and enhancements.
CAPITEC
Remote Onboarding CX Audit
Opening a new bank account should be one of the most straightforward experiences a client has with their bank.
As a first project at Capitec, a full end-to-end experience review of the Global One Account opening journey was conducted — personally going through the process as both a new and returning client across the app and branch — to identify where the experience was working well and where it was creating unnecessary friction, confusion, or risk of drop-off.
How might we make the remote account opening journey for new-to-bank clients and new app users more seamless and frictionless — eliminating drop-off points and ensuring every client can confidently complete the process from download to an active account?
DESIGN CHALLENGE
PROJECT OBJECTIVES
CX OBJECTIVES
To conduct a comprehensive audit and evaluation of the current account opening journey for the Global One Account, specifically targeting new-to-bank clients and new app users — identifying friction points, bugs, and communication gaps — and to produce prioritised, actionable recommendations that make the experience more seamless, frictionless, and free of unnecessary drop-off points.
PROJECT SUMMARY
ROLE: PRODUCT CX SPECIALIST
PROJECT DATE: 2024 - 2025
CLIENT: CAPITEC
PROJECT STATUS: COMPLETE
The audit covered every touchpoint across the account opening journey from downloading the Capitec app through to card collection — an end-to-end flow spanning pre-app, in-app, and post-app stages. Two personas were used to conduct the review: a digitally savvy returning client re-activating an existing account with card delivery to home address, and a digitally savvy new-to-bank client opening their first ever Capitec account with card collection at branch. Findings were structured using a RAG-rated pain points framework and consolidated into a three-part action tracker to drive fixes and enhancements.
A detailed client journey map was produced covering all touchpoints across three phases. The pre-opening phase covered downloading the Capitec app from the Play Store and visiting the branch.
The account opening phase spanned across account selection and opening requirements, onboarding requirements, identity verification, error screens, account and app confirmation communications, PIN reset flows, and the in-app landing and welcome screens.
The post-opening phase covered card collection — both branch pick-up and home delivery. Each step was RAG-rated to indicate urgency and impact.
PROCESS:
Detailed Client Journey Map
Action Tracker
All eleven pain points were consolidated into a three-part action tracker organised by business area, with each item assigned a key experience challenge, upcoming fix, planning horizon, RAG status, assignee, and completion date. Items were categorised across short, medium, and long-term planning horizons, with the App team assigned across all items.
The Remote Onboarding audit provided a clear, evidence-based picture of where the Global One Account opening journey was succeeding and where it was creating barriers for new and returning clients.
As a first project at Capitec, it established the approach of conducting personal end-to-end experience walkthroughs as a foundation for CX evaluation — grounding every finding in the lived reality of the client journey rather than assumption.
The structured action tracker ensured that findings were directly actionable and could be tracked through to resolution by the App team.