Felipe Coletti
02 / BV · Digital account openingScope · End-to-end onboarding

A faster way in.

A low-friction account-opening journey balancing speed, compliance and fraud prevention.

Identity · Documents · Biometrics · Account setup

Explore ↓

My contribution

I led the complete onboarding journey.

The work combined journey architecture and interaction design with A/B testing, compliance requirements and fraud-prevention constraints. The objective was to reduce effort without weakening the controls required for a regulated financial product.

01 / The problem

Make regulation feel almost invisible.

Account opening was both a regulated journey and a core acquisition lever.

Every unnecessary step increased friction, but identity checks, document capture, biometric validation and fraud controls could not simply be removed. The challenge was to make those requirements clear, progressive and low effort.

Prova de vida Sorria para a câmera Mantenha seu rosto dentro da marcação

02 / Journey architecture

Design the connected system, not isolated screens.

The onboarding backbone connected the whole path from first offer to an active account.

  1. Identity recognition and document capture.
  2. Biometric validation and fraud prevention.
  3. Compliance requirements and exception paths.
  4. Account and card setup, refined through A/B testing.
Complete BV Cartonista account onboarding flow
The documented Cartonista journey, one context within the shared onboarding architecture.

Reported external benchmark

30% faster across a 23-competitor benchmark.

30%

The journey was reported as faster in an idwall benchmark spanning 23 competing account-opening experiences.

Reported idwall benchmark · 23 competitors

03 / Offer and usability

Show the account taking shape.

BV account offer screen
The account offer made value explicit before asking for commitment.
Participant testing the BV onboarding flow
Real usability session used to test the complete journey.

“I didn’t even notice I had opened an account. It just happened.”

04 / Document capture

Prepare people before opening the camera.

The interface turned a compliance requirement into a sequence of small, actionable instructions.

Screen asking the customer to have an ID ready
1 · Have a photo ID ready
Screen asking the customer to remove the plastic and open the document
2 · Remove the plastic and open it
Screen asking the customer to choose a well-lit location
3 · Choose a well-lit place

05 / Account and card setup

Continue beyond verification.

The experience continued into account and card setup. Clear terms and concrete benefits helped customers understand what they were accepting instead of experiencing the final step as a disconnected compliance interruption.

BV account and card details screen
Account and card details remained available in context.
BV account benefits screen
Benefits were stated in concrete, comparable terms.

Next case

Itaú: Lending View ↘