Designing a smarter onboarding experience for Kiwi business banking customers
Kiwibank needed to redesign their onboarding experience for business customers, including trusts, partnerships, and entities with complex compliance needs. Their existing retail join flow lacked the structure, validation, and upload pathways necessary to support high-risk or international business types. Visa Advisory Services brought in myself in to help deliver a UI-led solution.
Requirement
Adapt the Kiwibank retail join UX to support non-personal customers while maintaining compliance, reducing friction, and delivering a developer-ready Figma handoff.
User Research
We conducted:
Stakeholder interviews with Visa and Kiwibank compliance teams
UI audit of the current retail join flow
Mapping of edge cases (e.g. sanctioned countries, deregistered businesses)
Key Findings:
Trusts and passive entities triggered additional review steps not yet accounted for
Document upload logic was inconsistent across entity types
Retail patterns could be extended, but business-specific flows needed unique error states
solutions
We Developed
Two onboarding flows tailored for business customers
One flow for companies, and another for trading trusts, both grounded in Kiwibank’s existing UI library and Visa’s service blueprint.
Smart document upload modules
Users only see the document types required for their entity type — with inline rules for trust deeds, amendments, constitutions, and shareholder agreements.
Conditional alerts based on risk
Designed and wrote logic for alert banners triggered by: high-risk industries, high-risk countries, deregistered entities, and Companies Office errors.
Developer-ready Figma delivery
Annotated flows with interaction states and field-level logic aligned to Kiwibank’s React-based front-end system (used by Abletech).
