ING Digital Onboarding Qorus Banking Innovation Awards 2017

The project, in line with ING Bank Italy strategy based on continuous innovation and focus on customers’ needs and expectations, aimed at completely digitizing the opening process of the current account, the bank’s core product. This has been possible thanks to the introduction of 3 digital functionalities: - Qualified digital signature, which allows customers to sign the contract with a PIN chosen by the client and a SMS OTP. - Document upload, which enables customers to take pictures or upload from the device the ID document and of the fiscal code. - Webcam Identification, which allows customers to be identified via webcam and to activate the current account in 5 minutes without further actions from bank and customer side. Since customer experience is a priority, the project improved also the overall interaction, making it more user friendly with a step-by-step dialogue, and the design, which is mobile responsive. The mobile first approach allows customers to easily conclude the process on their mobile device wherever they are. Moreover, the recovery session allows customers to interrupt the process in any moment and conclude it whenever they want, even starting from one device and concluding from another one. The old process, that required the printing of the contract and the dispatch via post of the signed contract and of the copy of the documents, was time and effort consuming. The new process is faster and easier and it allows customers to conclude the opening and the activation of the product completely online, in just few minutes.