Nakul Goswami
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Improving digital account opening

Customer discovery, validation logic and save-and-resume capabilities to improve application completion and turnaround.

Company
Deloitte
Role
Product Manager · Client engagement
Domain
Banking · Customer onboarding

Outcomes

50% → 62%
application completion over 90 days
5 → 3.5 days
median processing time, in business days

Context

Only half of digital account-opening applications were completed. In parallel, processing took a median of five business days, reflecting opportunities to improve validation and manual exception handling.

Worked alongside the client Product Owner, operations and engineers to prioritize user-facing onboarding improvements and operational validation logic. Coordinated priorities across two engineering squads and supported release testing and handover.

What I did

  1. 01Used customer discovery and backlog management to prioritize clearer document requirements, inline validation and save-and-resume.
  2. 02Worked on document-validation rules and exception routing to clarify which cases required manual review.
  3. 03Balanced customer research, engineering estimates and dependencies; supported UAT, phased releases and operational handover.
  4. 04Tracked application completion and median processing turnaround.

Capabilities

Customer discoveryBacklog & validationRelease coordinationFunnel measurement

Perspective

The work connected two sides of onboarding: reducing customer friction in the application and improving back-office document validation and exception handling.

Original confidential client screens are not shown. Numerical outcomes reflect the work described in this case study.

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