Client Portal

🔍 Overview

Adapted Scotiabank’s digital onboarding platform for Mexico, focusing on legal compliance, usability, and consistent design system alignment.

🧠 Understanding the Problem

Small business owners in Mexico struggled to complete the digital onboarding due to dense forms, unclear terminology, and limited feedback. The flow didn’t match their expectations or language, making an already complex process feel more difficult. This led to delays, errors, or abandoning the application.

Image of a user journey map showing Ana Rodriguez, a client aiming to open a business account for her new bakery in Mexico City. The map outlines her goals, steps, and key pain points throughout the onboarding experience.

🎯 The Objective

Adapt the onboarding flow for small-to-medium business owners in Mexico. Streamline form layouts, clarify language, and reduce the steps needed to submit documents. Ensure the portal feels trustworthy and easy to follow, while staying aligned with Scotiabank’s legal and visual requirements.

🛠️ The Process

I worked closely with Scotiabank’s team in Mexico to redesign the experience for small business owners opening accounts. These users might not be tech experts, so I focused on clarity: shorter forms, clearer steps, and easier document uploads. I also organized the user flows in Figma to show different scenarios, including validations and error messages, so the whole team could easily follow the logic.

GIF animation representing the screen flow. Steps are grouped to reduce cognitive load, with a consistently supportive tone guiding the user through the process.

Rendered mockup displaying screen designs for the Conectado platform. The UI follows the brand’s design system and aligns with Scotiabank’s visual and accessibility guidelines.

✅ The Result

Small business clients completed onboarding faster and with fewer errors. They felt more guided throughout the process, and internal teams reported fewer calls for support. The tone and structure of the platform felt tailored to the region. It helped the bank build trust and offer a smoother, more professional first impression.

Accelerated walkthrough video (2x speed) demonstrating how users can complete each step of the onboarding process from start to finish.

Stakeholder-focused video edited in Camtasia, highlighting the benefits of the new onboarding tool from a personal perspective—providing context and showcasing its real-world impact.